Log Analysis & Issue Identification

• Monitor and analyze application logs across distributed services (Django backend, microservices, message queues)
• Identify errors, anomalies, and performance bottlenecks
• Correlate events across services to determine root cause
• Use monitoring tools (Azure Application Insights, logging dashboards) to track system health
• Document recurring issues and create knowledge base articles

Technical Troubleshooting

• Investigate and resolve application-level issues reported by customers
• Analyze API responses, error codes, and system behavior
• Trace document processing workflows (OCR, extraction, classification, post-processing)
• Diagnose issues related to document uploads, processing failures, and extraction accuracy
• Distinguish between application bugs, configuration issues, and user errors

Customer Communication

• Act as the technical liaison between customers and internal teams
• Provide clear and timely updates on issue status and resolution
• Translate technical findings into customer-friendly explanations
• Conduct root cause analysis (RCA) and deliver post-incident reports
• Capture customer feedback to support product improvements

Collaboration & Escalation

• Escalate complex issues to engineering with complete technical context
• Work with engineering teams to reproduce issues and validate fixes
• Participate in incident response during critical outages
• Collaborate with QA on issue verification and regression testing
• Contribute to support process and tooling improvements

Documentation & Reporting

• Maintain accurate support tickets and incident logs
• Create troubleshooting runbooks and standard operating procedures
• Generate reports on support metrics, issue trends, and system health
• Document API integrations and troubleshooting guides
• Contribute to internal and customer-facing knowledge bases

Technical Skills

• Log Analysis: Experience with ELK Stack, Azure Log Analytics, Splunk, or similar tools
• Python: Ability to read and understand Python code (Django/FastAPI)
• REST APIs: Strong understanding of REST, HTTP status codes, and request/response debugging
• Databases: Familiarity with PostgreSQL and basic query analysis
• Linux: Comfortable using Linux command line for log inspection and diagnostics
• JSON/YAML: Proficient in reading configuration files and API payloads

Experience

• 3+ years in application support, technical support, or a similar role
• Experience supporting enterprise SaaS or on-premise applications
• Proven ability to troubleshoot complex, multi-tier systems
• Customer-facing technical support experience
• Experience with ticketing tools (Jira, ServiceNow, Zendesk, etc.)

• Experience with document processing, OCR, or AI/ML platforms
• Familiarity with Django REST Framework
• Knowledge of message queues (Apache Pulsar, Kafka, RabbitMQ)
• Experience accessing logs in Docker/containerized environments
• Exposure to cloud platforms (Azure, AWS, GCP)
• Experience with observability tools (Grafana, Prometheus, Azure Monitor)
• Background in document-heavy industries (finance, healthcare, etc.)
• Understanding of CI/CD pipelines and release processes
• Networking fundamentals (DNS, load balancers, firewalls)
• Cloud certifications (Azure Fundamentals, AWS Cloud Practitioner)

• Strong analytical and problem-solving skills
• Excellent written and verbal communication
• Ability to explain technical concepts to non-technical users
• Customer-centric mindset with empathy and patience
• Self-driven and comfortable working independently
• Strong documentation practices