About the Company

SalesCode.ai is a next-generation AI and eB2B Enterprise SaaS platform built for the CPG industry, founded by former Coca-Cola business leaders. The platform helps brands build future-ready sales teams and trade ecosystems through AI-led SFA, eB2B, DMS, AI-generated task systems, and SCAI - an AI Sales Agent that can engage millions of retailers at scale.

With 3M+ users across 12 countries, SalesCode.ai works with leading global brands including Coca-Cola, ITC, PepsiCo, Colgate, Johnson & Johnson, Mondelez, MARS, Reckitt, Perfetti, BATA, and Pladis. The company guarantees a minimum 3% sales uplift, backed by a 110% refund penalty if the commitment is not delivered.

Role Summary

We are looking for a highly skilled L2 Technical Support Executive responsible for advanced troubleshooting, root-cause analysis, report creation, and resolving complex technical issues escalated from L1 teams. This role requires strong analytical, technical, and communication capabilities, along with the ability to collaborate with cross-functional engineering teams.

Key Responsibilities

Provide advanced technical assistance for escalated incidents requiring deeper investigation.
Perform root-cause analysis (RCA) for recurring or complex issues and share detailed findings with stakeholders.
Troubleshoot issues involving database queries, data discrepancies, API failures, product configurations, and integrations.
Validate defects, replicate issues in staging environments, and work closely with development, QA, and product teams for resolution.
Review, analyse, and interpret complex application logs to identify system-level issues.
Support database mapping and conduct complex SQL operations to analyse and resolve data-related issues.
Prepare detailed technical reports, dashboards, and insights on incident trends, system behaviour, and improvement areas.
Guide and support L1 teams by providing knowledge articles, SOPs, and technical mentoring.
Ensure timely escalation and closure of tickets as per defined SLAs, maintaining high customer satisfaction.

Personal Attributes

High sense of ownership and accountability in driving technical investigations to closure.
Excellent communication skills with the ability to articulate technical findings clearly.
Strong analytical mindset with an innovative, solution-oriented approach.
Proactive, self-driven, and eager to learn advanced tools, integrations, and technologies.

Desired Candidate Profile

Bilingual proficiency in Spanish & English is mandatory.
Strong understanding of SQL with ability to write and optimize queries (joins, aggregations, debugging data issues).
Education qualifications - Full time Bachelor’s degree (Preferably in Tech/IT)
Hands-on experience with Excel, including advanced formulas, pivots, dashboards, and data analysis.
Ability to read, interpret, and analyse complex logs, identify technical errors, and correlate events.
Exposure to APIs, JSON payloads, Postman, or similar tools for debugging.
Familiarity with product configurations, data workflows, and cloud/on-prem support environments
Experience replicating issues in staging/QA environments and validating fixes is an advantage.

Job Type: Full-time

Pay: $9,000.00 - $18,000.00 per month

Education:

Bachelor's (Required)

Language:

Spanish (Required)
English (Required)

Work Location: Remote

Applicate IT Solutions Pvt. Ltd (Salescode.ai)

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Technical Support Executive