Software Support Specialist

Required Travel :Minimal

Managerial - No

Location: :India- Gurgaon (Amdocs Site)

## Who are we?

Amdocs helps the world’s leading communications and media companies deliver exceptional customer experiences through reliable, efficient, and secure operations at scale. We provide software products and services that embed intelligence into how work runs across business, IT, and network domains –delivering measurable outcomes in customer experience, network performance, cloud modernization, and revenue growth. With our talented people, and more than forty years of experience running mission-critical systems around the globe, Amdocs runs billions of transactions daily. Our technology is relied on every day, connecting people worldwide and advancing a more inclusive, connected world. Together, we help those who shape the future to make it amazing. Amdocs is listed on the NASDAQ Global Select Market (NASDAQ: DOX) and reported revenue of $4.53 billion in fiscal 2025. For more information, visit www.amdocs.com

At Amdocs, our mission is to empower our employees to 'Live Amazing, Do Amazing' every day. We believe in creating a workplace where you not only excel professionally but also thrive personally. Through our culture of making a real impact, fostering growth, embracing flexibility, and building connections, we enable them to live meaningful lives while making a difference in the world.

## In one sentence

Responsible for delivering exceptional technical support to a global customer base. Maintains full ownership of resolving complex technical issues, including debugging, simulation, bug identification, and developing tools or scripts to assist with diagnosis, troubleshooting, and issue reproduction.

## What will your job look like?

• Investigate and resolve escalated issues using logs, databases, APIs, monitoring tools, and admin consoles.
• Replicate customer issues in staging/Production environments.
• Perform root-cause analysis (RCA) and clearly document findings.
• Work routinely with Product, Engineering, QA, and DevOps to validate bugs and push long-term fixes.
• Translate technical problems into clear escalation notes for development teams.
• Advocate for customer-impacting issues and ensure fixes are prioritized.
• Participate in incident calls, triaging critical issues quickly.
• Coordinate with engineering on hotfixes and workarounds.
• Contribute to problem management processes by identifying trends and recurring issues.
• Provide clear, professional updates to customers on progress, workarounds, and resolutions.
• Explain technical concepts to non-technical users when needed.
• Create and update internal knowledge base articles, runbooks, and troubleshooting guides.
• Contribute to self-service documentation for customers.

## All you need is...

• Production Support: Strong experience handling incident resolution, root‑cause analysis, log investigation, and performance troubleshooting in live environments.
• REST APIs: Ability to debug, test, and interact with APIs using tools such as Postman, cURL, or similar.
• Database Queries: Proficiency in writing and optimizing SQL queries for issue investigation and data validation.
• Cloud Platforms (AWS / Azure): Hands-on experience with cloud services, monitoring tools, deployments, and environment configurations.
• Kibana: Skilled in analyzing logs, dashboards, and metrics to identify issues and track system behaviors.
• Unix Shell Scripting: Ability to write and modify scripts for automation, log parsing, environment checks, and operational tasks.
• GenAI: Experience leveraging AI tools and LLMs to improve troubleshooting, automation, and support efficiency.
• Experience: 7–10 years in a production support or similar technical support engineering role.

## Why you will love this job:

• You will play a key role in solving complex, real-world technical challenges that directly impact global customers.
• You will work with modern technologies across APIs, cloud platforms, monitoring tools, and automation.
• You will collaborate with talented teams across engineering, product, and operations, expanding your technical expertise every day.
• You will have opportunities to innovate, automate, and streamline processes using GenAI and engineering tools.

Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce