Job Title: Technical Support Engineer
Reporting To: Manager
Location: Pune, India

ROLE RESPONSIBILITIES

  • Accept new incidents as created by customers
  • Support assigned clients / customer environments in the Cloud by having an intimate knowledge of a client’s implementation and critical business processes
  • Investigate new incidents as reported by customers, or through automated alerts. Ensure the issue is properly understood and documented in CRM. Gather necessary evidence for triage and incident resolution.
  • Escalate P1 or urgent issues as needed to the appropriate teams and management
  • Gather necessary evidence for triage and incident resolution.
  • Resolve incident per Sigma triage and resolution processes or escalate to Tier 2 for additional assistance.
  • Communicate regularly with customer and internal resources on status of incident per accepted guidelines
  • Ultimately responsible for resolution of all incidents opened by the customer
  • Assist customers with operational issues on the software.
  • Coordinate customer deployments with internal teams
  • Documentation related to new release which includes release notes and Deployment document

Desired Skills

  • JBOSS: Able to maintain an application within JBOSS
  • UNIX: Intermediate-level knowledge, with some experience in maintenance or admin activities.
  • Oracle: Intermediate-level knowledge of Oracle (OR another relational database, such as Sybase or MS SQL), such as basic SQLs/queries
  • Experience in a software development environment or in roles such as technical support, business analysis, project management team, client on-site, or other customer-facing roles.
  • Knowledge of the domain (high-speed data, VoIP), particularly with the cable / Telecom industry.
  • Deployment of Product application in product environment
  • If taken part in any Migration activity is preferred
  • Basic Networking knowledge is preferable.
  • Basic knowledge of Docker is an added advantage.

 

Education & Experience

  • Experience Requirements – 5+ years
  • B.E degree in Computers OR Electronics or a related subject, or commensurate industry experience.

 

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