Customer Support Specialist / Application DBA

Your browser cookies must be enabled in order to apply for this job. Please contact support@jobscore.com if you need further instruction on how to do that. Customer Support Specialist / Application DBA Customer Support | Hybrid in Chennai, Tamil Nadu, India | Full Time Job Description Title: Customer Support Specialist / Application DBADepartment: Customer SupportLocation: Hybrid in Chennai, IndiaAbout Aria Systems: Aria provides a cloud-based monetization platform for subscription- and usage-based businesses. We eliminate billing bottlenecks and enable companies to rapidly introduce and evolve their offerings, bundles, and promotions.We are seeking talented, passionate individuals with strong track records and relevant expertise to help us achieve our goals. Aria is a fast-moving company with a dynamic, collaborative culture where you can learn from your peers and make meaningful, visible contributions that benefit our world-class customers and partners.Department OverviewThe Customer Support team is responsible for helping customers successfully use Aria’s products and services by providing timely assistance, resolving issues, and ensuring a positive experience.Position SummaryReporting to the Customer Support Manager, you will provide functional, technical, and application support for the Aria Subscription Billing platform and its associated third-party integrations. Supporting clients, business partners, and internal teams, you will research and resolve application issues, investigate functional inquiries, and address related trouble tickets with accurate, timely, and comprehensive solutions that drive customer satisfaction, renewals, and referenceability.You will be engaged throughout the entire customer lifecycle—partnering with Implementation Service Managers, Customer Success Managers, and Sales Engineers to support prospects and newly implementing clients, as well as delivering high-quality, end-to-end service to our production customer base.This role requires strong verbal and written communication skills, excellent customer service, and proven problem-solving abilities. You must be able to analyze, research, and resolve moderately complex customer inquiries; translate functional requests into system requirements or enhancement requests; understand Agile development and software release processes (including basic code management and migration concepts); and work with relational databases. Knowledge of API processing, inputs, outputs, and structure, along with experience writing SQL queries and scripts, is required. Experience with XML, JavaScript, HTML, and SaaS applications is preferred but not mandatory.ResponsibilitiesResearch Level 1, 2, and 3 support issues using the Aria UI and Aria databaseDiagnose and distinguish between client-side and server-side issuesTroubleshoot problems, determine appropriate actions, test and document solutions, and escalate when necessaryWork directly with clients to develop and validate new functionalityUtilize SQL to query and analyze dataApply knowledge of API processing and use tools such as SOAP UI and PostmanProvide first-level support via phone, email, and ticketing systemsDeliver high-quality, professional customer service using active listening and effective problem-solving skillsBuild and maintain strong client relationships across varying technical skill levelsRespond to customers within stated SLAs and with the appropriate level of urgencyKeep clients informed throughout the issue lifecycleCreate, manage, and maintain accurate tickets for customer requests and issuesTrack and document issues using systems such as Microsoft Dynamics and JiraCapture and document server-side issues thoroughly in ticketing softwarePerform other duties and responsibilities as assignedRequired Qualifications:3–5 years of experience in a customer support roleCandidates must be willing to participate in a rotating night and weekend coverage...