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Technical Support Analyst
HOTELKEY INDIA PRIVATE LIMITED · Nagpur, India
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We are looking for a Technical Support Engineer who can provide enterprise-level support to customers. You will be the last line of defence before escalation — capable of reading code, querying databases, and resolving complex issues independently. You should have the ability to research, diagnose, troubleshoot, and resolve issues to clients' satisfaction. Core Technical Skills Required
- SQL — query and debug production databases to investigate data-layer issues
- Java — read and interpret backend code to trace logic and identify root causes
- IntelliJ IDEA — navigate and search codebases; read stack traces and follow execution flow
- Linux / Windows — OS-level troubleshooting, log inspection, and process management
- AWS Services — familiarity with core AWS services used in troubleshooting. Responsibilities
- Serve as the last line of support before escalation — investigate issues at the code and database level before passing to engineering teams
- Diagnose and troubleshoot issues by questioning clients in detail; resolve or escalate per defined procedures
- Write and execute SQL queries to investigate data-layer issues across environments (test, staging, production)
- Use IntelliJ to read and trace Java code; identify root causes in application logic
- Inspect AWS CloudWatch logs and metrics to identify application errors and performance issues
- Check SQS queue status and message flow to diagnose processing or integration failures
- Follow standard escalation procedures; provide accurate and prompt feedback
- Log all issues accurately; ensure proper documentation of findings and resolutions in the knowledge base
- Monitor daily system performance; assist with deployment of new software / versions Skills & Experience Required
- SQL proficiency — ability to write queries, joins, and debug data issues in relational databases
- Java reading ability — comfortable navigating a Java codebase in IntelliJ IDEA to trace logic and identify issues
- Working knowledge of AWS services
- Proven experience as a Technical Support Engineer, Desktop Support Engineer, or IT Help Desk Technician
- Strong problem-solving and communication skills
- Ability to provide step-by-step technical guidance, both written and verbal
- Willingness to learn and adapt to emerging technologies Education & Certifications
- Bachelor's or Master's degree in Computer Science, Software Engineering, Information Technology, or a related field
- AWS Cloud Practitioner certification is a plus Additional Information
- This role may be included in an on-call support roster. Willingness to participate is preferred.