Engineer - Software Support

Key Responsibilities:

• Handle and resolve technical issues escalated from L2 teams efficiently and effectively.
• Ensure timely action on tickets based on defined workflows, priorities, and severity levels.
• Strive to resolve the majority of issues without requiring L4/R&D involvement.
• Adhere to established SLAs and ensure timely resolution of all reported incidents.
• Follow ticketing SOPs, ensuring all tickets raised for R&D include complete and accurate technical details.
• Escalate issues internally as per the defined escalation matrix based on severity and resolution time.
• Maintain and share updated technical documentation, including site-specific details, new product lines, and feature-related updates received from R&D.
• Support Client Service Managers (CSMs) in developing a technically proficient team of assistant client service managers and service engineers.
• Create and monitor software and hardware reliability metrics for each installation.
• Develop frameworks to predict potential system failures and implement preventive measures.
• Collaborate cross-functionally with internal stakeholders to ensure smooth issue resolution and knowledge sharing.

Education, Experience and Skills:

• Bachelor's degree in Engineering or a related technical discipline.
• Fresher or up to 6 months of experience in a 24x7 software support or technical operations role.
• Hands-on experience with

  Linux/Unix

  environments.
• Strong understanding of

  SQL

  for database queries and analysis.
• Experience or solid knowledge of scripting languages such as

  Python

  and

  Shell

  .
• Excellent verbal and written communication skills.
• Willingness to work in

  rotational shifts

  to support 24x7 operations.
• Strong analytical and reasoning abilities with a proactive approach to problem-solving.

Personal Attributes:

• Customer Focus:

  Dedicated to resolving issues efficiently and ensuring customer satisfaction.

• Accountability:

  Takes ownership of assigned tickets and drives them to closure.

• Analytical Thinking:

  Ability to identify patterns, predict failures, and propose preventive solutions.

• Collaboration:

  Works effectively with cross-functional teams, including R&D and Client Service.

• Adaptability:

  Comfortable in a fast-paced, dynamic, and 24x7 working environment.