Support Engineer

Aeronube Technologies
  • Bangalore
  • Confidential
  • 3-5 years
  • Views
  • 18 May 2018

  • Software Design & Development

  • Consumer Durables/ Semi Durables
Job Description

What we are looking for - Support Engineer Browser technologies Role Description: You will be accountable for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage your cases over the phone and email. When needed, you will involve subject matter experts, or escalate to next level or to Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one of more areas and receive guidance and mentorship from your colleagues. Every day you will have to make judgment calls regarding your case load, how to prioritize it, how to maximize your effectiveness, how to set time aside to learn about our new products and technologies and evolve as a professional. You will also participate in various training sessions, and internal technical events as they become available. Core Responsibilities: Be available to take ownership of cases via telephone and email and provide support to Enterprise customers and partners. Scope a customers issue by collecting the relevant facts; investigate the problem by doing your own research and by involving other teams as needed. Consult and collaborate with your immediate peers or colleagues around the world. Escalate to management as necessary, acting internally as a customer advocate and keeping the customers informed. Collaborate with SME or management and engineering to resolve service issues. Ensure that each support request owned by you is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments. Document your technical work and research in detailed and comprehensive manner. Prioritize your work to accomplish the most important and urgent requests first as per organization priority. Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems. Analyze problems by using trace analysis, source code, and other sophisticated debugging tools and develop solutions to meet customer needs; may involve writing custom code. Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions. Write technical articles and sample programs for Microsoft's knowledge base. Soft Skills requirements: You approach things with a growth mindset - genuine desire and motivation to learn and develop yourself. You embrace challenges, and persist in face of setbacks. You consider failure an opportunity to learn, so whatever happens you win. You love customers, and are obsessed with them - a genuine desire to help under challenging circumstances. In addition, you possess strong communication skills, ability to work on a team environment, problem-solving skills and capacity to deal with ambiguity. Excellent self-assessment to identify when other resources are needed; ability engage and collaborate effectively with others to resolve complex problems. Finally, you should be able to handle high pressure situations well - maintain calm and composure on stressful situations is a must. Technical proficiency in and learning attitude toward Microsoft technologies like IE and Edge Core. Experience in different versions of Microsoft Browser installation, deployment, configuration Knowledge of web browsers like Internet Explorer/EDGE, HTML and Jscript/ JavaScript, JavaScript debugging using F12/Firebug, DHTML or DOM model, Cascade Style Sheet (CSS), DHTML Behavior, WebBrowser Control, C#.Net Knowledge of Programming and debugging skills in Managed and Unmanaged space. Basics of Network communication (TCP/IP, DNS, DHCP, Proxy etc.) Hands on experience of troubleshooting web debugging issues with Internet Explorer/EDGE. Knowledge on IE SDK will be a plus Good understanding of the concepts of Operating Systems, networking and basic group policy is required. Experience of working in environment with Web/Browser based applications Microsoft certification in at least one of the Microsoft Programming Technologies is an added advantage Qualifications and Experience: Degree in Computer Science 2+ years relevant industry experience with Microsoft products Prior product/customer support experience a plus. Excellent Communication Skills. Outstanding customer service skills and a customer obsessed attitude. The position requires working in Shifts


Competencies/Skill sets for this job

IE Edge Core DHTML Behavior WebBrowser Control C#.Net EDGE

Job Posted By

Nirmalyo Banerjee
Founder & CEO

About Organisation

Aeronube Technologies