{"id":877027,"url":"https://alion.io/job/unifocus-client-service-technical-consultant","title":"Client Service Technical Consultant","company":{"id":698095,"name":"Unifocus","domain":"unifocus.com","url":"https://alion.io/company/unifocus","size_band":"51-200","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Breezy","truth_index":null},"role":"Solutions","role_family":"Solutions","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Gurgaon, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":17000,"max_usd":43000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":194},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"DNS","optional":false},{"name":"MySQL","optional":false},{"name":"SQL","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-02T04:05:57Z","employer_posted_date":"2026-09-02","last_verified_at":"2026-09-23T17:59:07Z","board_verified":true,"closed_at":null,"days_open":21,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":21},"description":"Unifocus is an integrated workforce management software platform offering intelligent automation for daily work orders management, housekeeping activities, facility maintenance, survey solutions, scheduling & labour management, and time & attendance built for the hospitality market and other dynamic scheduling environment.\nWe support hotels, restaurants, casinos, and more with our innovative web-based and mobile software suite. Some of the chains we work with include Hilton, Rosewood, Shangri La, Accor, IHG, Hoxton, Corinthia, Oetker Collection etc. We are a small but growing team, and you'll have opportunities to express yourself and make meaningful contributions to our products and the company.\nVisit https://www.unifocus.com for more details.\nAbout the job\nAs a Client Service - Technical Consultant, you will be responsible for providing Tier 2 (L2) support to our clients by researching, diagnosing, troubleshooting issues, and resolving incidents and providing support for software bugs and other technical problems.\nWhat will you do?\nAct as an L2 escalation point for technical troubleshooting and remediation of OPS-related incidents and service requests, including issues that may involve AWS-hosted environments, integrations, configurations, services, logs, and connectivity.\nTroubleshoot technical issues related to OPS workflows, external interfaces, application behaviour, connectivity, IIS configuration, and related system components.\nInvestigate issues escalated by the Client Service Consultants/L1 team by reviewing available details, logs, error messages, configuration settings, interface behaviour, and client-provided examples.\nRun approved, pre-defined SQL queries to validate data, investigate application issues, and support escalation or fix validation where required.\nIdentify whether an issue is application-related, configuration-related, data-related, interface-related, environment-related, vendor-related, or client-side.\nCoordinate directly with clients, on-site IT teams, vendors, and off-site helpdesks over email or phone calls to complete technical assignments and drive issues toward resolution.\nEscalate issues to Product, Engineering, DevOps, or other internal teams when required, with clear documentation of the issue, troubleshooting steps completed, findings, business impact, and expected outcome.\nResolve urgent and business-critical requests escalated by the Client Service Consultants/ L1 Team in a timely and structured manner.\nValidate upgrades and fixes received from the Development/Product teams for the impacted OPS workflow before client closure confirmation.\nIdentify repeat issues reported by properties and highlight configuration gaps, interface issues, training gaps, or product defects where applicable.\nContribute to internal knowledge documentation, issue trend analysis, and process improvement discussions to reduce repeat escalations.\nWe are looking for:\n2-5 years of experience in technical application support, L2 support, technical consulting, implementation support, or a similar client-facing technical role.\nPrior experience supporting similar SaaS applications, hospitality technology platforms, PMS, Procurement, or other enterprise applications will be preferred.\nStrong troubleshooting skills with the ability to investigate application issues across multiple layers, including product configuration, interfaces, logs, connectivity, services, and data validation.\nGood understanding of Windows environments, including basic server behaviour, service checks, logs, IIS configuration, and configuration-related troubleshooting.\nBasic working knowledge of AWS-hosted application environments, with the ability to coordinate with Infrastructure/Cloud teams for environment-related issues.\nBasic understanding of SQL/MySQL, including the ability to run approved, pre-defined queries, interpret results, and support data validation or issue investigation.\nWorking knowledge of interfaces and integrations between systems, including the ability to test, validate, and troubleshoot data flow or connectivity issues.\nWorking knowledge of internet-based technologies and protocols, including DNS, IP addressing, firewall concepts, SSH, FTP/SFTP, HTTP/HTTPS, email routing, and basic connectivity troubleshooting.\nAbility to review logs, error messages, screenshots, user inputs, and client-provided examples to identify issue patterns and possible root causes.\nExperience coordinating directly with clients, vendors, hotel IT teams, and internal technical teams to resolve support issues.\nAbility to document issues clearly, including steps to reproduce, troubleshooting completed, findings, business impact, workaround, escalation summary, and resolution notes.\nStrong written and verbal communication skills, with the ability to explain technical findings clearly to both technical and non-technical stakeholders.\nAbility to remain calm and structured while handling urgent, high-impact, or business-critical issues.\nStrong attention to detail, ownership mindset, and ability to manage multiple escalations simultaneously.\nWillingness to work in shifts as part of a 24x7 structure.\nThe Unifocus experience:\nOur Culture Statement: Thriving Together, Achieving Greatness\nTo support our culture mission, we have four core culture values of Unite, Inspire, Empower, and Excel. Each value representing a set of key traits that define how we live and breathe our culture every day.\nWe UNITE globally, combining our diverse talents, perspectives, and expertise. With professionalism and a touch of fun, we inspire and empower each other to excel. Together, we deliver exceptional value, challenge norms, and leave a lasting impact within the hospitality industry.\nIn addition to a competitive salary, we offer:\nHealth insurance\nPaid time off\nA hybrid environment that promotes a healthy work-life balance\nParental leave\nProfessional development assistance\nReferral program","description_format":"text","description_chars":5943,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Health insurance","Parental leave","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Professional Services","Travel & Tourism","Human Resources"],"lifecycle":[{"event":"open","at":"2026-09-13T21:41:40Z"}],"liveness":{"score":64,"band":"ok","label":"Likely open","p_open":1,"p_active":0.712,"p_room":0.9,"age_days":21,"expected_fill_days":32,"reasons":["conf:0","win:mid","comp:junior"],"computed_at":"2026-09-23T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/unifocus-client-service-technical-consultant","json_url":"https://alion.io/job/unifocus-client-service-technical-consultant.json","meta":{"generated_at":"2026-09-23T20:21:30Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}