Customer Support Engineer

Job Description

Position: Customer Support-Engineer I Location: Bangalore The Opportunity “As a Customer Support Engineer, you will provide remote technical support to internal and external clients globally for both hosted and on-premise solutions by supporting our diverse product portfolio. You’ll collaborate through innovation with IT, operations teams, product development and product management.” – VP, Customer Support. What You’ll Contribute • Product/Customer support for global clients. • Manage the flow of customer’s incidents via telephone, cases/incidents, and working with next level support, infrastructure teams, product teams and manage end-to-end communication with clients based on agreed SLAs. • Triage and escalate incidents in a timely manner according to standard operating procedures. • Act as a liaison between engineering and consulting teams to resolve incidents. • Maintain and determine ways to improve the customer experience and always demonstrating a strong client-focus with professional communication. • Maintaining timely, complete and accurate problem status data, resolving routine and complex end-user problems in assigned product areas. • Providing technical upgrade services on these solutions and assisting colleagues involved with prospects or new client implementations. • You will be using/ working on these skills: Linux, SQL, API, basic networking knowledge, Java, Kubernetes What We’re Seeking • Need to have skills: Linux, SQL, API, basic networking knowledge, Java, Kubernetes • Nice to have skills: Kafka, Cassandra, AWS, Elasticsearch\kibana, Python, SAML 2.0, Okta, Git • Bachelor’s degree or equivalent. • Sound understanding in managing, handling, and troubleshooting multi-tier cloud applications/software products and on-premise solutions. • Good customer-facing skills in general to handle phone and emails of clients. • Good understanding about enterprise level application support and infrastructure support. • Good knowledge on cloud platform. • Demonstrates the ability to troubleshoot issues, disturbances, and failures in platform and systems, and work with internal and external stakeholders to restore functionality. • Ability to prioritize and manage multiple incidents. • Demonstrated ability to interact with diverse customer base successfully. • Knowledge/prior exposure to incident/problem/change management. • Understanding of ITIL framework. • Knowledge of AWS concepts. • Fluency in English. Excellent written and verbal skills. •Willing to participate on-call rotation to support after hours/weekend. Our Offer to You • An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others. • The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences. • Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so. • An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie. Show more Show less