Production Support Engineer
Location
Bangalore | India
Job description
Role: Product Support Engineer
Experience: 2- 4 years
Shift Timings: 6pm to 3am
Role and Responsibilities:
- Collaborate with our customers to transform their business problems into customizations within our product.
- Communicate with internal team members and key stakeholders, applying technical leadership and expertise to ensure customer needs are met.
- Act as a product expert (technical and functional) for SaaS product and services both internally and externally
- Provide quality and timely support to customers per the severity of the issue and the contractual Service Level Agreement (SLA)
- Work with enterprise, partners, and Embedded customers to anticipate, identify and respond to issues they experience with solutions, and address customers' technical concerns and requests.
- Monitor all cases in our ticketing system and ensure timely resolution and closure of these cases.
- Respond to and resolve alerts received from our monitoring tool in a timely manner.
- Create knowledge-based articles and documentation to support other support team members and customers.
- Coordinate Customer Service functions to diagnose, troubleshoot and solve our clients technical issues in a timely and professional manner.
- Work with our Professional Services, Customer Success, Development and Product Management teams to help communicate customer needs and urgency.
- Be part of our on-call rotation and be available to work evening, weekend, and holiday shifts when needed.
What you'll bring to the table…
- Experience in a technical, customer facing support role is a plus.
- Post-secondary education in a related field, or equivalent.
- Familiarity of data analytics, with the ability to architect client solutions.
- Strong analytical and problem-solving skills, ability to think about complex problems and come up with creative solutions for online-based applications.
- Experience gathering and writing requirements from customers.
- Experience supporting/troubleshooting browser-based software solutions.
- Excellent interpersonal and communication skills with polished telephone etiquette, and ability to comfortably present and explain complex concepts via phone and webinars.
- Experience maintaining accurate customer interaction documentation and quality case management records.
- Efficient time management skills; ability to work under pressure and remain calm and organized.
- Ability to anticipate and predict potential cascading effects of changes made within customer environments.
- Proven track record of working remotely with the ability to be a collaborative team player that builds positive relationships with other team members.
- Hands-on experience using Issue Tracking/Management systems like ServiceNow and JIRA.
- Adaptable to new processes, methods and tools.
Job tags
Salary