L2 Technical Support Engineer

Location

Bangalore | India

Job description

Title: L2 Technical Support Engineer

We are looking for a Technical Support Engineer with a total of 3 years experience. They will be responsible for a dedicated support engineer to ensure that issue has been resolved. In this role your duties will include alert monitoring resolving queries finding the root cause of problems and escalating serious issues to the software development team and Higher management.

Responsibilities

• Acknowledge evaluate probe and provide first response to all customer queries
• Investigate on Level one queries and provide resolution to the customer
• Recreate the issue raised by the customer in the test environment and provide solution
• to the customer and document the solution
• Raise engineering Jira ticket where ever necessary
• Stay uptodate with Aquera products and solutions
• Create knowledge base articles based on the solutions provided to the customer
• Engage with cross functional teams to discuss and resolve customer queries
• Postdeployment to production conduct periodic customer healthchecks. Proactively monitor the run time alerts and take necessary actions to fix the issues accordingly.
• You will prepare and educate customers on new features and releases.
• Serve as the voice of the customer and collect feedback to drive continuous
• improvement across all areas including product.
• Escalate L2 & L3 issues appropriately
• Establish the root cause of application errors and escalate serious concerns to the
• Senior Engineer.
• Willing to work in 24/7 support shifts (on a rotation basis) and weekends

Required Skills

• Bachelors degree in software engineering computer science information technology information systems computer engineering or similar.
• Exhibit a strong sense of urgency for high severity incidents
• Exceptional ability to prioritize and diagnose IT problems
• A passion for finding the root cause of problems even when the process is tedious
• Awareness of and ability to reason about modern software & systems architectures including loadbalancing queueing caching distributed systems failure modes generally microservices and more.
• Strong customer relationship skills Giving your customers more than they expect will surprise and delight them.
• Experience in authentication and authorization OAuth OpenID and SAML protocols
• Good understanding of authentication and authorization SCIM.
• Experience in ticketing tools Zendesk JIRA
• Experience on Okta SailPoint (IIQ Identity Now) AZURE Oracle IDCS & other identity providers is a plus.

Our technology stack is carefully designed to be reactive (responsive elastic resilient messagedriven) so if you want to participate in building class products and be part of a

vibrant and worldclass tech team then we have a lot to offer you.

Nice to have skills

Experience in AWS tools CloudWatch Monitoring.

• Proven experience in the implementation/technical support in identity authentication access management and system integration software solutions
• Ability to translate business needs into requirements design documents and technical solutions.
• Welldeveloped interpersonal written and verbal communication.
• 3 years of enterprisewide experience in the identity & access management domain
• 3 years of working with production environments supporting operational issues

javascript,support engineers,communication,technical support,client management,24x7

Job tags

Salary