Mississauga, Ontario
Job Summary
HCL Pre-Screening Checklists for Technical Support Key Responsibilities • Own and resolve technical product issues reported by customers. • Analyse production issues, identify root cause, and provide solutions or workarounds. • Assist customers with basic product configuration, troubleshooting, performance and scalability guidance. • Work closely with Engineering, DevOps and internal teams to reproduce issues, track defects, and validate fixes. Mandatory Technical and Communication Skills (Non-Negotiable) a. Communication Skills – (Mandatory) • Should have 2+ years’ experience working with international customers in North America and Europe. • Ability to clearly explain technical concepts in simple, customer-friendly language • Comfortable participating in and leading customer calls independently. • Structured communication approach (problem analysis solution) • Clear written communication (emails and calls) • Direct customer-facing experience (calls, demos, troubleshooting, KT sessions) • Experience handling customer queries independently or with minimal support • Understanding of customer expectations around clarity, timelines, and ownership b. Technical Product Support Experience ( Mandatory) • Should have 2+ years of Product Support experience, any enterprise product (on-prem or SaaS), with good problem-solving and analytical skills. • Proven ability to troubleshoot issues across applications, APIs, databases, networking, and security layers. • This role goes beyond ticket handling and requires conducting root-cause analysis, investigating logs, and providing customer-facing technical communication. • Comfortable working in production environments independently. • Candidates will be evaluated on hands-on troubleshooting, API debugging, and log analysis skills. Desired Technical Skills 1. Networking • Strong understanding of TLS & TCP handshakes and enterprise-grade network security concepts. • Understanding of known ports (SMTP/DNS/SSH/Telnet) • Hands-on experience with Linux OS/Linux networking, such as traceroute, nslookup, ping, Netcat, DNS resolution, tcpdump, permission and ownership, file and directory management, and process and system monitoring. • DNS knowledge and related configuration. Load Balancer working (Forward proxy/reverse proxy) • TLS Certificates, Private key / public key, CA Signed vs Self-Signed. 2. SaaS – Cloud Applications • Hands-on experience working with Amazon Web Services, Google Cloud Platform, or Microsoft Azure. • Experience troubleshooting using ELK, OpenSearch and Grafana. 3. REST API and Web application Troubleshooting • REST APIs & integrations • Experience with REST API execution, debugging, JSON handling, • API testing tools (Postman/curl) • Payload and schema mismatch issues. • Working with Caching/cookies • Browsers Developer tool (Status/Method/Connection ID/Protocol/) • Collecting HAR File and analysing it Understanding of HTTP Error codes (Client level/Server level) 4. JAVA and Middleware knowledge • Enterprise Java knowledge, including JDK, JVM, the Java memory model. • Web application servers (Tomcat, WebSphere, and WebLogic). • Thread dump analysis. • Troubleshooting and reading Java-based logs. • Understanding of Log4j. 5. OS Knowledge • Understanding of Docker and Containers • Hands-on experience with Linux or Unix-based OS • Managing local users and basic OS security. • Basic performance-related troubleshooting Here's a clearer explanation of what this role is not, ensuring there is no confusion and everyone understands cle
Key Responsibilities
1. Provide Advanced Technical Support By Utilizing Sailpoint Iiq And Java To Analyze Complex Incidents, Perform Root Cause Analysis, And Implement Effective Solutions To Resolve Technical And Security Issues.
2. Adhere To Quality Standards And Regulatory Requirements While Managing Complex Tickets, Ensuring Resolutions Are Delivered Within Agreed Slas To Maintain Operational Efficiency.
3. Collaborate With Cross-Functional Support Teams To Ensure Seamless Operations And Enhance The Overall Security Posture Of The Organization.
4. Facilitate Knowledge Management By Updating And Maintaining The Knowledge Base, Developing Training Materials, And Mentoring Junior Analysts To Foster A Culture Of Continuous Learning.
5. Enhance Customer Experience By Achieving First Call Resolution Metrics, Minimizing Rejected Resolutions, And Proactively Addressing Potential Security Threats.
Skill Requirements
1. Proficient In Sailpoint Iiq And Java Development With Advanced Troubleshooting Skills.
2. In-Depth Understanding Of Security Protocols And Incident Management Processes.
3. Solid Familiarity With Service Level Agreements And Customer Satisfaction Metrics.
4. Strong Analytical And Problem-Solving Skills To Address Complex Technical Issues Effectively.
5. Excellent Communication And Interpersonal Skills To Engage With Customers And Support Teams.
Other Requirements
1. Optional But Valuable Certifications: Sailpoint Iiq Certified Implementation Engineer, Java Se 11 Developer Certification
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