Zebra Technologies
Location
Bangalore | India
Job description
Remote Work Hybrid
Overview
At Zebra, we extend the edge of possibility by shaping the future of work on the front line—reinventing how businesses run and moving society forward.
We are a community of changemakers, innovators and doers who come together to deliver a performance edge to the front line of business. We develop new technologies and create new solutions with partners to help organizations act with greater visibility, connectivity, and intelligence—delivering better experiences for workers and those they serve.
Being a part of Zebra means being seen, heard, valued, and respected as you define your path to a fulfilling career. Here, you'll have opportunities to learn and lead at a leading company, and you can channel your skills towards causes that you and the Zebra community care about, locally, and globally.
Together, we've only begun to define the edge of what's possible—for our people, our customers, and the world.
Antuit.ai is the leader in AI-powered SaaS solutions, empowering world-class Consumer Products and Retail companies to digitally transform their supply chain, merchandising, marketing and omnichannel operations. Antuit.ai's executives, comprised of industry leaders from SAP, SAS, IBM, and Accenture, and our team of Ph.Ds., data scientists, technologists, and domain experts are passionate about generating real value for our clients. Antuit is funded by Goldman Sachs and Zodius Capital.
The Role
Antuit.ai is looking for an Application Support Engineer who can provide expert level Technical Support within the defined parameters of Antuit Support Services including defined SLAs. The ideal candidate should have experience in IT operations, including production process management and troubleshooting.
Responsibilities
Responsibilities includes, but are not limited to the following
Provide Antuit customers with expert level Technical Support within the defined parameters of Antuit Support Services including defined SLAs, with a focus on quality and customer satisfaction.
Perform ticket queue management working with a high volume of customer tickets that require multitasking and escalation to the appropriate staff member.
Ability to coordinate with internal departments, escalate to new level if cases are taking long time to resolve, notify management team for cases which can get escalated/need attention or can result into a customer dissatisfaction.
Provide regular communication to the customer as defined by case priorities guidelines for assigned complex cases and/or sales escalation.
Handle technically complex cases and customer sensitive escalations within team response/ resolution targets.
Participate in technical discussions involving customer, sales and/or product management team.
Is able to learn about multiple applications and technologies and how they interact in order to provide cross-function support.
Monitoring case backlog to ensure we meet agreed SLA's with customers and internal KPI targets; share regular status reports with management.
The successful candidate must be highly motivated to work in a fast paced environment, handling customer issues in real time. They must have experience in understanding customer business needs and have the ability to translate technical information to the customer.
Maintaining consistent communication with business stakeholders through the incident and problem resolution processes.
Qualifications
The successful candidate will have the following profile/experience
A bachelor's degree or technical diploma in Computer Science, Electronic Engineering, Computer Engineering, or related field
2-4 years' experience in IT / application support
Good level knowledge of IT operations, including production process management and troubleshooting.
Knowledge of Linux, AWS, Amazon Azure, java, debugging/troubleshooting, is preferred
Nice to have VPN, MySQL, Firewalls, Apache/Tomcat
Excellent verbal and written communication skills to collaborate closely with your remote colleagues in the North America and across the Globe.
Maintaining consistent communication with business stakeholders through the incident and problem resolution processes.
Ability to work in high pressure, multi-tasking support roles with abilities to prioritize customer issues, apply quick break-fixes and take steps for eliminating the root cause.
Application Support Engineer will be involved with regular escalation and coordination activities. Must be flexible to support clients on some evening and weekends if the business need arises.
Understand and apply different coaching methods and adapt per assigned L1 engineer.
Information Security Responsibilities
Understand and adhere to Information Security policies, guidelines, and procedure, practice them for protection of organizational data and Information System.
Take part in Information Security training and act accordingly while handling information.
Report all suspected security and policy breach to Infosec team or appropriate authority (CISO).
EEOC
Antuit.ai is an at-will, equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, national origin or ancestry, gender identity, sex, age (40+), marital status, disability, veteran status, or any other legally protected status under local, state, or federal law.
To apply, please send your resume or CV to [HIDDEN TEXT] .
'Antuit.ai thanks all applicants; however, only those selected for an interview will be contacted. '
To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. You can always verify the validity of a job posting or recruiter interaction by contacting us at [HIDDEN TEXT] If you are a victim of identity theft contact your local police department.
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