Support Analyst

Position: Support Analyst

Location: Hyderabad

Experience: 1-2 Years

About Us

Lera Technologies is a future-focused, AI-led digital transformation company that empowers businesses to innovate and grow in today’s fast-paced technology landscape. Our core strength lies in our flagship products like the 9X Data Platform which is a state-of-the-art solution for seamless data ecosystem management. Additionally, FinSight 360 is our advanced GenBI, platform that elevates decision-making through intelligent business insights. We partner with enterprises with an ensemble of services to solve complex challenges around data modernization, integration, governance, and operational efficiency. By fostering a culture of continuous innovation and client-centricity, we deliver scalable, impactful solutions that drive measurable business outcomes. At Lera, we dont just enable transformation. We engineer it!

What You Bring

• Around 1+ year of experience in a support or helpdesk role.
• Basic understanding of business systems, software applications, or IT operations.
• Familiarity with ticketing tools such as Jira and general service desk workflows.
• Strong communication, coordination, and follow-up skills.
• A collaborative attitude and willingness to learn from technical teams.
• Nice to Have: Exposure to ITIL practices, Excel reporting, or customer support tools.
  
  

Desired Skills

• Understanding of SLA-based ticket management.
• Basic troubleshooting and user access management.
• Experience working in cross-functional teams and providing timely customer updates.
• Ability to contribute to support documentation and knowledge bases.
  
  

Your Role

As a Support Analyst, you will

As a Support Analyst, you will serve as the Single Point of Contact (SPOC) for client-raised support tickets. You will ensure timely tracking, communication, and resolution by coordinating across internal technical teams and end-users.

• Act as the first line of support for client issues.
• Log, prioritize, and track tickets using tools like Jira.
• Coordinate with internal teams to drive issue resolution.
• Keep users informed of status, resolution plans, and workarounds.
• Ensure closure within SLA timelines; escalate as needed.
• Maintain and improve support documentation and knowledge articles.
• Generate weekly/monthly reports on ticket volumes, trends, and SLAs.
• Participate in team meetings, retrospectives, and improvement efforts.
  
  

Why Choose LERA?

• I.C.E. Philosophy: Embrace Innovation, Creativity, and Experimentation.
• Impact: Significantly impact our clients success across various industries.
• Culture: Thrive in a workplace that values diversity and inclusive excellence.
• Professional Growth: Benefit from extensive opportunities for career advancement.
  
  

Join Us

Are you ready to be the bridge between users and technology? If youre passionate about support and customer success, we’d love to hear from you. Apply now and become part of Lera’s digital journey.

LERA: Pioneering solutions, inspiring leaders. Apply today and be a part of shaping the digital future.

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