Application Support Engineer (.Net)

We are looking for a Software Support Engineer (Technical) for "Configit-India" team at Kedge Systems Private. Ltd., Chennai.

Configit is a CPQ software product firm from Denmark, with offices in US, UK and Germany.

http://www.configit.com

The selected candidate will work for an international company following European work culture, getting an opportunity to work with customers from all around the world in a global #oneteam setup.

The position requires working in support shifts.

The support engineer is responsible for providing customers with expert-level technical assistance of Configits products. They conduct incident management and problem management activities relating to complex issues on both on-premise and cloud environments. They work as part of a multi-disciplinary Operations function and work with other departments to deliver exceptional customer support services according to SLAs and other contractual obligations.

Main Tasks

• Incident management:

  Investigate, reproduce and resolve incidents reported by Configits customers; communicate with customers and internal stakeholders; performing analysis and troubleshooting activities involving log analysis, system, application network and database profiling

• Problem management:

  finding root causes and identifying common and recurring problems; conducting post-incident analysis; reporting and tracking bugs

• Continuous improvement:

  staying current with product versions, features and technologies through training and self-directed learning

• Mentoring and supporting

  more junior support engineers, sharing knowledge and best practices to help develop competencies

• Customer advocacy:

  understanding and representing the customers needs and feedback to internal teams

Competencies preferred

Experience (preferred):

• Up to 2 years of experience in a customer focused technical support or operations role for a software vendor.
• Collaborating and communicating with both development teams and customers
• Bug reporting and tracking
• Managing escalated customer cases
• Facilitating and running meetings with customers.
• Working in international teams
• Knowledge sharing

Technical skills (essential):

• Strong server and software administration knowledge (log analysis, network analytics, system and application profiling, application configuration)
• Experience with Microsoft Azure Cloud services
• Experienced in profiling, tracing and analysing the performance of enterprise applications.
• ITIL certified.

Personal Qualities:

• High quality communicator in English (written and verbal)
• Patient and empathetic
• Methodical, with excellent problem-solving abilities and a keen attention to detail
• Adaptable and resilient
• Technically minded with the desire to stay current with technology and best practices and eager to share knowledge.
• Customer focused.
• Stays calm under pressure and has great time management skills.

Other desirable factors:

• Conducted post-incident reviews and analysis
• Contributed to a company’s knowledge base
• Experience with mentoring/ training colleagues
• Worked to SLAs
• Administrated databases
• Scripted SQL
• Familiar with virtualization platforms and PaaS
• Able to read C# and JavaScript
• Worked in a swarming support model.