Technical Support Analyst

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


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