Expert Technical Support

Job Requirements

• Investigate and understand requests from front office support teams facing Customers worldwide.

• Reproduce, Analyze and validate the problems and be able to identify the scope and category: global versus local, software versus data, lack of knowledge from users, etc

• Provide immediate fix which could be a work around, a temporary fix or a final solution to the customer.

• Liaison with Engineering and Backend teams to work on permanent solutions to customer issues when required.

• Follow up SLA (service level) for cases in scope

• Analyze application monitoring alerts & analyze if application/service is down & work towards resolution

• Build a knowledge base for software under responsibility and publish FAQ, whitepapers, etc.

Work Experience

Requirements:

1. Mandatory to Have experience into Product support: Analyze Issue and Logs, Debug , Provide Root cause analysis(RCA).

Mandatory - Provide immediate fix which could be a work around, a temporary fix or a final solution to the customer.

Liaison with Engineering and Backend teams to work on permanent solutions to customer issues when required

2. Good understanding of Java based web applications (Not mandatory to have Development experience)

3. Mandatory - Trouble shooting experience on Apache Tomcat & web applications.

4. Mandatory to Have Customer centric mind Set.

5. Understanding AWS /Azure Microservices architecture for web applications

6. Good to have Basic understanding of API Management

7. Good to have experience on application/service monitoring tools -Dynatrace, AppDynamics, OpenTelemetry

8. Basic understanding of Networking concepts.

9. Good to have exposure on Incident Management tools(Jira Service desk, Remedy, Salesforce)

10. Excellent written & Oral communication

11. Hands-on experience with application performance monitoring tools like Dynatrace is preferred and will support proactive system health management.

12. Familiarity with switchgear systems is considered an added advantage and will be beneficial in understanding infrastructure-level operations.

Industries:Computer Software, Information Services, Information Technology & Services