Senior Technical Support Engineer

Scope and Responsibilities

• Act as the front-line technical contact for customers (business partners and direct customers)
• Receive customer escalations through tickets, emails, or calls and troubleshoot issues with a focus on achieving maximum customer satisfaction
• Document and track all problems, inquiries, and events in the CRM system
• Attempt to resolve cases remotely. If the complexity, urgency, or required skills are beyond your scope, escalate to the appropriate senior team member
• Be proficient in monitoring cloud applications and infrastructure through various dashboards
• Continuously monitor cloud environments for performance issues, security threats, and potential outages using automated tools and dashboards
• Identify, diagnose, and troubleshoot cloud-related incidents according to established procedures. This includes escalating critical issues and collaborating with other cloud operations teams to resolve problems
• Develop and utilize scripting solutions to automate routine tasks and improve operational efficiency
• Provide technical support to internal teams regarding cloud resources and troubleshoot user-reported issues
• Be able to mentor new team members

Key Challenges

1. Keep good customer communication, help in professional manner to collect the needed information and proper escalation to higher team.
2. Be able to resolve remote customer issues, configuration and basic problems.
3. Maintain the KPI which is part of the customer support targets.

Key Decisions

1. To judge, with the team manager a proper support in supporting customers in timely manner. Verify and escalate cases from key customers or accounts.
2. Escalate sensitive/urgent cases to the team manager and follow up with the customer.
3. Use proper resources for case resolution; work closely with other teams to locate the best customer solution.

Education

 BE, BTech or any equivalent technical degree.

Requirements 

Experience: 4 years up to 6 years

• Please Note: This job requires regular night and weekend work. This is scheduled with as much advanced notice as possible.
• At least 4 years’ experience with Production support/ Application Support in one of following areas:
  • Linux/Unix
  • SQL/MSSQL/Oracle database
  • Web application
  • AWS
  • Shell Scripting
• Strong troubleshooting and problem-solving skills.
• Excellent communication / interpersonal skills
• Team Player - ability to work well in a close team environment.
• Customer support experience, international is advantage.
• A strong aptitude for investigation, analysis and problem solving.
• Ability to work effectively under pressure and in fast-paced environments.
• Excellent communication and documentation skills
• Willingness to work in 24/7