Empress InfoTech
Location
Kochi | India
Job description
Solution Consultant
We are looking for Solution consultant for the implementation and support of our software product eMAM ( eMAM is an innovative, fast-paced, and growing software product that delivers an enterprise-level media asset management (MAM) platform to customers throughout the world.
Responsibilities
Provide implementation and technical support (L2/L3) for our software products to international clients.
Resolve technical issues of the software product to our Enterprise Customers and Partners around the globe.
Document and verify reported problems. Troubleshoot and resolve issues utilizing all available tools, resources, and documentation. Engage additional resources when necessary.
Log/report issues on our CRM, provide effective and consistent communication to customers, peers, and other teams.
Understand and set issue priority based on urgency and business impact.
Close issues by providing quick resolutions and document technical analysis and root causes wherever applicable.
Responsible for being available to support our customers according to the agreed SLAs.
Technical Skills Required
2+ years of experience in technical support in the relevant field.
Good oral and written communication skills in English.
Knowledgeable in using CRM tools like Zoho.
Proficient in Windows server administration, IIS Webservers, and Apache.
Excellent troubleshooting, diagnostic and analytical skills. Knowledge of software implementation, application hosting, and support.
Knowledge of Microsoft SQL Server or other databases.
Hands-on experience in failover cluster instances, or High availability always on database configuration.
Proficient in AWS/Azure. Experienced in working with software systems hosted on public cloud platforms such as Azure or AWS and GCP.
Hands-on exp. in EC2, Dockers and Container Services, AWS Lambda, Step Functions, AWS CLI, CloudFormation, Route53, CloudFront, CloudWatch, etc.
Good understanding of networking concepts such as TCP/IP, routing, firewall, WAF, and load balancing.
Experience in managing SaaS platform.
Ability to maintain high levels of customer information security and compliance.
Able to communicate complex topics to customers and co-workers of varying technical skill levels.
Chat, email, and voice support experience.
Possess scripting knowledge as an added advantage.
Willingness to work on rotational 24/7 shifts. Work will be 8 hours/day on 5 days (40 hours) a week.
Email your resume with the subject of Solution Consultant and a cover letter to provide the following information to be considered for the position.
1. Years of Experience in similar profile -
2. Current location -
3. Notice period required to join (Immediate Joiners preferred) -
4. Current remuneration and expectations -
EMAIL: [HIDDEN TEXT]
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