Level 1 Support Analyst

Alacriti’s interview process typically starts with a timed online aptitude test, followed by a technical interview focusing on incident handling, basic SQL queries, and monitoring tools. The final HR round assesses cultural fit, shift‑work readiness, and career aspirations. Candidates report a moderate difficulty level with a strong emphasis on real‑world support scenarios.

Alacriti promotes a collaborative and innovative work culture where employees are encouraged to share ideas and take ownership of projects. The company offers regular skill‑upgradation programs, a balanced work‑life approach despite shift requirements, and clear growth pathways for high performers.

Any graduate (B.Tech/B.E., B.Sc., B.Com, BA, etc.) with 2+ years of IT/process support experience; minimum 60% aggregate (or CGPA 6.5/10); no active backlogs; comfortable with shift work; male candidates only as per job posting.

Round 1: Online aptitude test (logical reasoning, quantitative, English) → Round 2: Technical interview (scenario‑based support questions, SQL basics, monitoring tools) → Round 3: HR interview (culture fit, shift‑work willingness, salary expectations)

Alacriti is a fast‑growing FinTech and payments solutions provider headquartered in Hyderabad. The company builds end‑to‑end digital payment platforms for banks, merchants and enterprises, leveraging cloud‑native architecture, AI‑driven fraud detection and real‑time analytics. With a client base spanning India and several international markets, Alacriti has earned a reputation for innovation, reliability and a culture that encourages continuous learning. The organization invests heavily in employee development, offering regular technical workshops, certifications and a clear career ladder for support and engineering roles. As a Level 1 Support Analyst, you will be the first line of defense for Alacriti’s production applications. Working in a 24x7 rotational shift model, you will monitor alerts, acknowledge incidents, and provide timely communication to customers through email and ticketing tools. You will collaborate closely with Level 2 engineers, product managers and sales teams to ensure that any disruption is resolved quickly and that customers receive a seamless experience. The role demands a customer‑centric mindset, strong analytical abilities, and a willingness to learn core technologies such as SQL and monitoring platforms. Key Responsibilities: 1. Monitor application alerts across all production systems and log incidents in the ticketing tool within SLA limits. 2. Perform initial diagnosis of issues, including log analysis, basic SQL queries, and verification of service health. 3. Respond to customer queries via email or ticketing system with clear, professional communication. 4. Escalate complex or high‑severity incidents to Level 2 Technical Support and Development teams, providing all relevant diagnostics. 5. Coordinate with cross‑functional teams—sales, product, and development—to keep customers informed about incident status and resolution timelines. 6. Document every interaction, root‑cause findings, and resolution steps in the internal knowledge base. 7. Ensure monitoring dashboards and incident‑management tools are up‑to‑date, suggesting improvements when gaps are identified. 8. Participate in post‑incident reviews and contribute to process enhancements to reduce recurrence. 9. Assist in creating and updating standard operating procedures (SOPs) for recurring issues. 10. Continuously improve product knowledge by attending training sessions and reviewing release notes. Tech Stack & Tools: SQL (basic queries), Linux/Unix basics, monitoring tools (e.g., Grafana, Nagios), ticketing system (Jira Service Management), email clients, and basic scripting (Bash/Python). Growth Path: Successful analysts can progress to Level 2 Support Engineer, then to Senior Support Engineer, and eventually to Team Lead or Product Support Manager. Alacriti also encourages lateral moves into QA, DevOps, or product development for those who acquire deeper technical expertise. Why Join Alacriti? You will work in a vibrant FinTech environment, gain exposure to cutting‑edge payment technologies, and develop a strong foundation in incident management and customer service. The rotational shift model offers flexibility and the chance to collaborate with global teams, while the company’s emphasis on learning ensures you acquire market‑relevant skills quickly.