Product Support Senior Engineer(P3)

Location

Secunderabad | India

Job description

As part of our IP & Innovation organization, you will be a valuable member of our Product Support group as a Product Support Engineer. You will work with our enterprise level clients providing troubleshooting services for our suite of products.

What skills you ll need:

• The Global Support work environment is highly client-focused and fast paced, operating globally to provide 24/7/365 technical support to provide highest levels of client satisfaction always. You will be asked to answer technical questions, solve technical problems and suggest appropriate workarounds related to supported applications.
• Work with a variety of clients and products to maintain customer system performance. Serve as the customer advocate to ensure timely and successful resolution of system or performance issues.
• Answer trouble tickets and provide guidance to customers via email, phone and web conference.
• Communicates detailed technical information in both written and verbal form across a wide range of audiences, including business stakeholders and customers.
• Good understanding of software development lifecycle and ITIL process
• Develops a sound understanding of existing systems and processes, their strengths and limitations, and the current and future needs of the environment in which they exist.
• Understands and explains the interactions between systems, applications, and services within the environment, and evaluates the impact of changes or additions to the environment.
• Applies strong analysis, research and problem-solving skills across a wide array of systems and situations, including those which may be unfamiliar, in order to address critical issues.
• 6 to 10 years of experience in supporting contact center operations and technology (IVR, ACD, CTI, Routing, WFM and Reporting).
• Hands-on troubleshooting experience on any Contact Centre solutions/applications
• Experience in supporting VoIP Services/Applications
• Experience in SIP call flow and Messaging
• Knowledge in Google Cloud, Google CCAI and Kubernetes platforms is added advantage
• Knowledge in Linux
• Knowledge on any scripting language (Python) and DBs (SQL)
• Documenting processes and maintaining records
• Responsible for responding to customer requests that have been escalated.
• Excellent logic, problem-solving, and troubleshooting skills.
• Excellent verbal and written communication skills.
• Flexibility to handle demands of a rapidly growing and changing workplace.
• BE/B Tech or MS in CS/IS or related degree or equivalent experience.

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