Senior Software Support Engineer

Confidential
  • Pune
  • Confidential
  • 3-5 years
  • Views
  • 27 Feb 2017

  • Software Design & Development

  • IT/ Technology - Software/ Services
Job Description

Assist our clients and client teams in questions about the functionality and configuration of our SaaS applications;
Develop documentation and the Technical Support Knowledge Base to reduce troubleshooting time and drive faster issue resolution;
Develop process and procedures to increase issues resolution by Level 1 Help Desk staff;
Troubleshoot software related problems over the phone and remotely;
Escalate issues to Operations and Development teams with reproducible test cases that replicate the problem;
Identify the probable source of the problem, whether that is a software application component or a software or hardware problem within the IT infrastructure;
Manage end user issue resolution through multiple internal and external teams.
Bachelor's Degree in CS, EE, or related discipline required, with high academic achievement;
3+ years of experience supporting Microsoft .NET web based applications and Windows servers;
Working knowledge of Microsoft SQL Server, ASP.NET, and IIS;
Experience working with xml & config files, windows & web services;
Ability to analyze SQL traces and work with WinDbg is preferred;
Experience in troubleshooting various forms of software problems from the server to the client browser;
Experience gathering software diagnostic data and process dumps
Ability to work methodically and analytically in a quantitative problem-solving environment;
Excellent verbal & written communication skills, preferably with international exposure, inspiring confidence while leading customers through the steps to resolve issues via phone and email;
Eagerness to contribute in a team-oriented environment.