Key Responsibilities:
· Serve as the first line of support for Marketing Technology applications .
· Monitor and respond to incidents, service requests, and application issues in a timely manner
· Collaborate with internal teams to provide root cause analysis and resolution for recurring issues
· Escalate complex issues to L2/L3 support teams as necessary, with thorough documentation
· Maintain support documentation, runbooks, and FAQs to improve team knowledge and response efficiency
· Participate in support coverage across global business hours (18x5) in coordination with US and India teams
· Support deployment, testing, and validation efforts for application enhancements and fixes
Required Qualifications:
· 2+ years of experience in an IT application support or technical support role
· Strong understanding of incident management, issue tracking, and resolution processes
· Basic coding/scripting knowledge in any programming language (e.g., Java, Python, JavaScript, etc.)
· Familiarity with engineering principles and ability to understand application architectures
· Excellent communication and troubleshooting skills
Preferred Qualifications:
· Working knowledge of Eloqua, Salesforce, or Iterable
· Exposure to Marketing Automation or CRM tools
· Experience with support tools like ServiceNow, Jira, or similar
Any Gradute