Support Engineer

Location

Pune | India

Job description

This role will be primarily focused on server related cases which includes application installation and configuration, authentication (such as Kerberos, NTLM, LDAP, and OpenID, among others), deployment and troubleshooting on cloud platforms (such as AWS, Azure in relation to Kubernetes, and GCP), certificates, network traffic analysis, and integration with other enterprise applications and devices (such as databases).

• Provide phone / zoom consultation to troubleshoot, debug, and solve customer problems of high complexity, especially related to Server and Authentication issues

• Provide guidance and assistance to partners and customers with implementation and use of the Spotfire and related products

• Understand the problems reported by customers and reproduce locally in the Support lab

• Accurately and completely document problems, solutions, and defects in the Support call tracking system (Salesforce Service Cloud)

• Investigate and provide workarounds as applicable

• Collaborate with other departments, such as Product Engineering and Field Tech as required

• Participate in side-projects aiming at improving usability, supportability and quality of the Spotfire products

• Learn and expand your knowledge of Spotfire and its associated products

• Create customer self-service content, e.g. in the form of knowledge base articles, community forum posts and videos.

• Analyze and Troubleshoot reported issues/errors.

• Provide written and verbal consultations to debug customer issues of high-level complexity within product platform.

• Be Additional Owner on and Learn from other Senior Support Engineers HIGH and CRITICAL cases & conference calls.

• Engage in technical and tactical discussions with Senior & Principal Support Engineers about how to approach technical problems.

• Manage/monitor high-severity issues and escalations within your team to assure focus remains on the highest priority issues and keep management informed of any potential problems.

• Contribute to, and challenge, management initiatives.

• Help identify ways to make measurable improvements to our KPIs.

• Actively contribute knowledge objects:

  • Actively contribute to the User Community Forums

  • Actively contribute to the Knowledge Base

• Help develop Knowledge Transfer Sessions

• Identify ways to improve our internal metrics (e.g. solve problems for managers that havent been solved yet, or create more elegant and accurate dashboards for existing solutions)

• Identify gaps in your own skills as well as the Team s skills and work towards filling in those gaps by actively seeking training in those skill areas or helping my manager to encourage others to seek training in those areas.

• BE in Information Technology, Computer Science or related. Concentration or certification in Networking & Security is a plus

• Superior troubleshooting skills and demonstrated ability to quickly resolve complex technical issues, specifically involving any or all of the below aspects:

  • Configuration

  • Authentication

  • Application administration

  • Logging

  • Networking

  • Monitoring

• Superior verbal and writing skills and demonstrated ability to articulate complex concepts

• Exceptionally high attention to detail and demonstrated ability to deliver extremely high-quality knowledge to our customers.

• Demonstrated ability to manage a demanding workload.

• Authentication (SSO, LDAP, AD, Kerberos, OpenID, X509,etc )

• Academic knowledge or hands on experience with at least one major OO programming language (Java, C, C++, C# .NET, etc )

• Academic knowledge or hands on experience with:

  • RDBMS (Oracle, SQL Server, PostgreSQL)

  • Unix/Linux

  • Apache Tomcat

  • Python

  • JavaScript

  • HTML/CSS

• Experience with usage and administration of cloud platforms such as AWS, Azure, and GCP

• Familiarity with related technologies such as Docker and Kubernetes.

• Demonstrated ability to handle demanding and difficult customers and their expectations.

• Intrinsic understanding of the Global Support Mission and Vision to deliver the highest level of Technical Support and Customer Satisfaction.

• Demonstrated ability to facilitate Zoom and/or conference calls

• Demonstrated skill at mentoring other support staff.

Job tags

Salary