Senior Java Developer (Java, Oracle, XML, L3 Product Support)

Job Responsibilities

• Work closely with fellow support team members in India and United States to provide excellent customer support across multiple Model N customers
• Work directly with staff in product development, and product management who may be involved in specific cases reported by customers.
• Use systematic methods to triage, research, diagnose, and provide workarounds or solutions to both technical and functional issues with the product.
• Provide feedback internally on root causes, issue patterns, and recommended changes to processes, tools, and configurations to improve the overall customer experience with the product.
• Adhere to agreed response time and resolution time SLAs.
• Update case records in the online support case tracking tool in a timely fashion with appropriate detail
• Document, develop and review content for knowledgebase.
• Help test problem resolutions and defect fixes.

• Overall 5+ years of IT experience in providing Product/ technical support for packaged enterprise-level software to large corporate clients (preferably Global 2000)
• Java development experience
• Strong SQL skills including hands-on experience with Oracle and/or SQL server.
• Experience with web-based technologies – HTML, XML, CSS, jQuery, JavaScript
• Experience with UNIX, Linux, Windows and MS Office Tools
• Ability to grasp new concepts quickly, and excellent problem-solving skills
• Strong debugging skills
• Ability to multi-task and work on multiple critical and high cases/tickets at the same time
• Good written and spoken English skills
• Excellent interpersonal skills
• Ability to troubleshoot overall performance issues involving database, application, and reporting servers is a plus
• BE/BTech or ME/MTech