| Job Description |
| About You: |
| As a Technical Support Engineer, you are an experienced and detail-oriented person capable of integrating product knowledge, research and testing to answer complex questions about product behaviour and provide end to end solutions to permanently fix the issue. You will assist customer teams and other team members to understand how customers can achieve desired outcomes using the product as it exists today. The output of your efforts could range from FAQs and knowledge base articles that describe to customers how to operate the product to achieve selected outcomes to end to end coding solutions for the issue reported. |
| |
| How You ll Make an Impact What You ll Do: |
| Oversee resolution of all technical issues coming from channel partners and ISVs, including high-urgency issues requiring Engineering assistance |
| Maintain detailed documentation ranging from Knowledge Base articles, to live logging of incidents for post-mortems |
| Work closely with Channel Managers and Technical Account Managers on training and oversight for resolution of channel technical support requests |
| Serve as either primary or backup on-call for urgent channel issues at all times |
| Ensure SLA obligations with channel partners are observed and met by other team members; escalate as necessary using judgment and discretion |
| Assist channels in optimizing their own support infrastructures by providing documentation, training materials, and training sessions |
| Work closely with internal engineering teams to stay up to date on product features, changes, and issues |
| |
| Desired Candidate Profile |
| 3 ~ 5 years of experience in Technical support engineering |
| 1 ~ 3 years of experience in a SaaS company in software development / support engineering. |
| Excellent database query and management skills (SQL,Sequel Pro, MySQL) |
| Excellent knowledge of log analysis management tools such as Splunk |
| Experience with the support or testing of APIs and REST tools |
| Understanding of Java, JavaScript, XML, JSON, Web services (REST), and file systems |
| You are comfortable interfacing with key individuals at major accounts in sensitive situations |
| Solid, process-oriented skills for troubleshooting, problem solving, and problem resolution |
| Superior written and verbal communication skills |
| Must be able to work in a fast-paced technical environment and support a product with frequent product releases and regular maintenance update |
| Familiarity of JIRA, Zendesk will be added an advantage |
| Overseeing Incident, Problem, Change and Knowledge management processes |
| Experience in the Agile working methodology with strong customer focus and experience working with cross-functional/ cross-department teams. |
| Exposure to tools like Zendesk, JIRA, SPLUNK. |
| A self-starter with strong organisation skills, resolution management, and superior written and verbal communication skills. |
| B.E. / B. Tech. / master s degree in computer science or equivalent. |
| |
| Industry Type-Internet, Ecommerce |
| Functional Area-IT Software - Network Administration, Security |
| Employment Type-Full Time, Permanent |
| Role Category-Admin/Maintenance/Security/Datawarehousing |
| |
| Education |
| UG : B.Tech/B.E. in Any Specialization |
| PG : Any Postgraduate in Any Specialization |
