As a Technical Support Engineer, you will be the third level support for XYZ customers.
XYZs products are complex, enterprise-level software applications used by Global 2000 organizations.
You will part of the support team and work closely with QA, Engineering, Solutions Delivery and Product Management teams to ensure that XYZ is delivering overall superior service to the customers.
Debug and drive the technical issue to the customers query.
Manage customer expectation and make sure customer is receiving highest quality of service.
Be a liason between engineering and support L1/L2 levels.
Document customer issues for future reference and build knowledge base of the solutions given to the customer.
Requirements & Qualifications
BE/BTech/MCA degree or equivalent technical experience.
6 + years of experience in the software industry.
3 + years experience either as a technical support engineer or as an implementation consultant, with experience in front-line contact with customers via phone and e-mail. Experience in secondand/or third line support is an advantage.
Excellent analysis, debugging and trouble-shooting skills, and persistence in problem solving
Extensive hands-on experience with Java, JSON, REST Services, No SQL databases, ETL
Strong BigData technology experience
Excellent communications and interpersonal skills.
Track record of accomplishment and effectiveness within organizations.
Preferred skills for this role include Technical :
Experience and/or familiarity with data analysis activities
Development and/or Production Support Experience with J2EE applications and No SQL databases, ETL (PowerCenter), MDM, Cassandra, Amazon AWS
Familiarity with CRM or incident tracking and management systems such as Siebel, Remedy, Clarify, etc.
Highly detail oriented, accurate, and organized
Ability to perform comfortably in a fast-paced, deadline oriented work environment
Strong oral and written communication skills
Must be flexible and comfortable with change
Open to working in shifts and has to support US hours
Applicant will be a self-starter with a strong desire to grow both technically and in their knowledge of operational business