692 Issue Resolution Jobs - Page 14

Job Title: Customer Success Manager Location: Bangalore (On-site; full-time) About Locus : At Locus , we are redefining logistics decision-making with deep-tech solutions that drive efficiency, consistency, and transparency across industries like retail and FMCG/CPG. Founded in 2015 by Nishith Rastog i and Geet Garg , Locus has evolved from a women s safety geo-tracking app into a globally recognized logistics optimization platform . Our technology has empowered enterprises such as Unilever and Nestl to execute over a billion deliveries across 30+ countries. Guided by our commitment to innovation and sustainable growth, we transform complex supply chains into strategic growth enablers . Join us at Locus and be part of a team shaping the future of global logistics. Job Overview: About the Role As a Customer Success Manager you will be responsible for acting as trusted advisors who drive value through onboarding, adoption, expansion and renewals. The role is revenue-focused, and you will own renewals, upsell, cross-sell, and expansion conversations to maximize customer lifetime value. Key Responsibilities: Customer Onboarding & Adoption Ensure effective customer onboarding and drive sustained adoption over time. Develop a deep understanding of client goals and align our solutions to deliver measurable business impact. Educate clients about key product features and ensure high engagement. Account Growth (Upsell, Cross-Sell & Expansion) Identify growth opportunities within existing accounts and drive upsell and cross-sell initiatives. Develop expansion strategies, including multi-country deployments, multi-division rollouts, and usage expansion. Own renewal discussions and proactively mitigate churn risks. Work closely with sales and marketing teams to drive account expansion campaigns. Relationship Management & Client Engagement Develop and maintain strong relationships with key stakeholders at all levels. Conduct business reviews (MBRs/QBRs), analyze key performance indicators (KPIs), and share insights. Act as the voice of the customer, providing feedback to Product, Engineering, and Support teams. Operational & Issue Resolution Collaborate with internal teams to ensure smooth service delivery and issue resolution. Track customer usage trends to identify at-risk accounts and implement proactive strategies. Qualifications: 3 - 5 years of experience in Customer Success, Account Management, or Sales in an IT, SaaS, or Enterprise Software company. Experience in sales-driven roles with a proven ability to drive upsell, cross-sell, and account expansion. Supply Chain or Logistics industry experience is a plus. Ability to build relationships with decision-makers, product champions, and end-users in both startups and large enterprises. Strong executive presence, negotiation, and stakeholder management skills. Passion for technology and a growth-focused mindset. What We Offer Join Locus and become part of a visionary team that is redefining logistics through innovation and smart distribution. We provide competitive compensation, comprehensive benefits, and a collaborative environment where your expertise will drive both your growth and that of the organization. Locus is an equal opportunity employer dedicated to creating a diverse and inclusive workplace.

Key Responsibilities: 1. Module Support & Maintenance Provide functional support for SuccessFactors modules including Employee Central (EC) , Performance & Goals Management (PMGM) , and Learning Management System (LMS) . Support additional HR processes such as Benefits , e-Resignation , and ongoing employee data maintenance . 2. Ticket Management & Issue Resolution Ensure timely resolution of Level 1 support tickets in accordance with defined SLA timelines . Address user queries, troubleshoot system bugs, and respond to how-to questions. Support data uploads and minor configuration changes as required. 3. Collaboration & Troubleshooting Work closely with the technical team to identify, troubleshoot, and resolve daily operational issues within the SuccessFactors ecosystem. 4. Testing & Quality Assurance Design, execute, and document functional test scenarios to validate configurations and logic. Coordinate and support User Acceptance Testing (UAT) , including documentation and communication with internal customers. 5. Documentation & SOPs Develop and maintain comprehensive documentation including test cases , UAT scripts , Standard Operating Procedures (SOPs) , and user manuals for system processes and configurations. 6. Training & User Support Conduct training sessions and provide hands-on support to HR users and team members on the effective use of SuccessFactors modules. 7. Reporting & Analytics Generate and review daily operational reports , providing timely updates to supervisors for task tracking and prioritization. Prepare and submit monthly MIS reports to the designated Single Point of Contact (SPOC) for strategic and organizational reporting needs.

SAP Ariba Mumbai Should have done SAP Ariba implementation activities (Requirement gathering, fit-gap analysis, system configuration & customization, cutover, Go-live, etc.) Integration with SAP ECC or S4 Hana Must be good with SAP Ariba day-to-day support activities Defect analysis and issue resolution of support incidents Must be able to Identify & resolve interface issues Work independently and lead others Should be good at SAP Ariba Functional SME Skills (SAP Ariba Strategic Sourcing, Ariba Buying & Invoicing (PTP),Ariba Commerce automation/ Ariba Supply chain Collaboration)

Experience: Minimum 4 yrs. Skills: Good communication skills Guest issue resolution VIP and corporate guests management Handling complaints

Provide end-to-end support for telecom services, from ticket creation to issue resolution. Support and manage commercial voice services, including Hosted PBX, SIP Trunking, PRI, Toll-Free Services, Long Distance, and Audio Conferencing. Utilize Cisco Unified Communications Manager (CUCM), CCNA Voice, and CCNP Voicek nowledge for troubleshooting and issue resolution. Troubleshoot various VoIP call issues, such as ASR, ACD, PDD, Dead Air, DTMF, codec mismatches, One-Way Audio, Voice Quality, DID, and Toll-Free issues. Monitor and manage alarms across network entities including routers, switches, NGN network,Soft Switches, Media Gateways, SBCs, and Tx Equipment. Perform proactive network monitoring and troubleshooting of Dialogic NGN, Sansay,

We help the world run better W hat you ll do As a Customer Service Request Owner, you ensure the delivery of robust, downtime optimized, and highly automated lifecycle management activities within ECS. You will take end to end ownership of customer service request fulfillment in the Netweaver area considering accelerated growth (RISE with SAP). Focus of your activities will be to increasing service excellence along with stabilization improvements to help Operations to reduce manual efforts and cost (lower TCO) and deliver faster services to our customers meeting their needs and expectations. Following activities are part of the role as CSRO in the Netweaver Area: Optimize and stabilize the delivery of customer service requests in time, cost and quality in a pro-active way leveraging analytical tools and capabilities Structure and coordinate activities, action plans including requirements engineering, prioritization, and create aligned timelines for deliverables Drive issue resolution together with the team and utilizing the expert network Manage relationship between different stakeholder groups inside and outside ECS Delivery Create and align test plans, support and perform testing/validation and roll-out activities Support technology-related projects in complex environment What you ll bring Over 5 years of professional experience as an SAP Basis Technical Consultant, specializing in SAP cloud implementations and migration projects. Extensive operational knowledge and administration expertise across diverse SAP applications and databases in global multi-cloud environments. Proficient in SAP NetWeaver best practices and technical project leadership with direct customer interaction. Skilled in designing integrated end-to-end lifecycle management procedures. Meet Your Team: SAP Enterprise Cloud Services (ECS) is SAP s private cloud managed services provider demonstrating accelerated growth & enabling customers start their journey with cloud. We are searching for motivated, skilled, and value-oriented technical project leads taking over responsibility as Customer Service Request Owner with focus on driving service request improvements, technical projects to optimize service execution quality via standardization and automation to strengthen our ECS Delivery Productization team. #SAPECSCareers Bring out your best SAP s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world. SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for . Successful candidates might be required to undergo a background verification with an external vendor. Requisition ID: 425706 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid. Requisition ID: 425706 Posted Date: Jun 5, 2025 Work Area: Information Technology Career Status: Professional Employment Type: Regular Full Time Expected Travel: 0 - 10% Location:

Join us as a Service Engineer at Barclays, responsible for supporting the successful delivery of Location Strategy projects to plan, budget, agreed quality and governance standards. Youll spearhead the evolution of our digital landscape, driving innovation and excellence. You will harness cutting-edge technology to revolutionise our digital offerings, ensuring unparalleled customer experiences. To be successful as a Service Engineer you should have experience with: Experience in WebSphere MQ and Message Broker. Should have worked on OPENSHIFT V4. Exposure to Docker & Kubernetes. WebSphere Application Server / JBOSS. Some other highly valued skills may include: WebSphere MQ and Message Broker. sFTP, Sterling Connect Direct, Sterling File Gateway. Wily Monitoring. ITAM (IBM Tivoli Access Manager). LDAP Directory Services. Ability to support and trouble shoot Java applications, must have experience and working knowledge on at least one of the following:- ( Redhat JBoss, TOMCAT, IBM HTTP Server, Apache HTTP). You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills. This role is based in Pune. Purpose of the role To support business areas with day-to-day processing, reviewing, reporting, trading and issue resolution. Accountabilities Support various business areas with day-to-day initiatives including processing, reviewing, reporting, trading, and issue resolution. Collaboration with teams across the bank to align and integrate operational processes. Identification of areas for improvement and providing recommendations in operational processes. Development and implementation of operational procedures and controls to mitigate risks and maintain operational efficiency. Development of reports and presentations on operational performance and communicate findings to internal senior stakeholders. Identification of industry trends and developments to implement best practice in banking operations. Participation in projects and initiatives to improve operational efficiency and effectiveness. Analyst Expectations To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement. Requires in-depth technical knowledge and experience in their assigned area of expertise Thorough understanding of the underlying principles and concepts within the area of expertise They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources. If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L - Listen and be authentic, E - Energise and inspire, A - Align across the enterprise, D - Develop others. OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate. Will have an impact on the work of related teams within the area. Partner with other functions and business areas. Takes responsibility for end results of a team s operational processing and activities. Escalate breaches of policies / procedure appropriately. Take responsibility for embedding new policies/ procedures adopted due to risk mitigation. Advise and influence decision making within own area of expertise. Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct. Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function. Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function. Make evaluative judgements based on the analysis of factual information, paying attention to detail. Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents. Guide and persuade team members and communicate complex / sensitive information. Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

ParentPay Group - India is looking for Delivery Manager to join our dynamic team and embark on a rewarding career journey Develop project plans, schedules, and budgets Assemble and manage project team, including allocating tasks and responsibilities Ensure project deliverables are on time, within scope and within budget Manage project risks and issues, and develop contingency plans Communicate project status to stakeholders, including senior management and customers Facilitate project meetings, including status updates, issue resolution and decision-making Ensure project documentation is complete, current and stored appropriately Develop and maintain relationships with project stakeholders Ensure the overall success of the project, from initiation through closure Should have excellent communication and leadership skills

JAGGAER provides an intelligent Source-to-Pay and Supplier Collaboration Platform that empowers organizations to manage and automate complex processes while enabling a highly resilient, responsible, and integrated supplier base. With 30 years of expertise, we specialize in solving complex procurement and supply chain challenges across various industries. Our 1,200+ global employees are obsessed with ensuring customers get full value from our products - ultimately enhancing and transforming their businesses. For more information, visit www.jaggaer.com. The Jaggaer PMO team is seeking a Senior Technical Project Manager with a strong background in managing complex, cross-functional initiatives, particularly those involving artificial intelligence (AI) and technical infrastructure. In this role, you will plan, lead, and inspire teams to deliver high-impact projects that drive innovation and digital transformation. You will be responsible for defining project scope, coordinating resources, clarifying team roles, resolving issues, and ensuring measurable progress toward success metrics. This position reports through the PMO and will directly support AI-driven initiatives under the Chief Digital and AI Officer (CDAO) and infrastructure projects under the Chief Technology Officer (CTO). Principal Responsibilities Manage cross-functional projects that support Jaggaer s AI vision and infrastructure. Lead large, complex projects and manage multiple initiatives while overseeing resource allocation across technical departments. Drive the execution of the AI roadmap, ensuring alignment with infrastructure capabilities and business goals. Act as a strategic partner to the Chief Digital AI Officer, translating AI vision into actionable project plans and deliverables. Direct high-visibility projects that span multiple business functions simultaneously. Collaborate with internal stakeholders to establish necessary controls, processes, and audits. Manage task delivery from third-party vendors to ensure adherence to AI ethics, security and compliance policies. Serve as the central point of contact for AI and technical projects, ensuring transparency, accountability and alignment across teams. Facilitate team engagement for project requirements. Utilize extensive operational experience to implement best practices, and define and document business flows, policies, and procedures. Independently create and maintain project plans to enhance visibility and traceability of complex, cross-functional projects. Collaborate with all business areas to support and execute technical projects, including AI adoption, infrastructure migrations, change management, and process improvements. Proactively identify, mitigate, and manage project risks. Oversee project controls, including budget tracking, forecasting accuracy, and revenue attainment, with minimal support. Work closely with other Sr. Technical Project Manager to collaborate on resource allocation and project prioritization. Prepare weekly and monthly status reports and present monthly updates to executives. Define project structure and objectives, manage scope changes, and track progress against major milestones and success criteria. Implement and facilitate change management across functions, actively managing budgets and leading executive meetings. Conduct audits to assess the achievement of success criteria following project implementation. Collaborate with technical and AI teams to complete comprehensive integration plans to assist with mergers and acquisitions. Position Requirements Preferred: Bachelor s degree. 8+ years of project management experience, including 5+ years managing technical and AI-related projects. Proven experience leading AI/ML initiatives, infrastructure modernization, and digital transformation efforts. Strong understanding of AI technologies, data lifecycle management, and model deployment processes. Advanced skills in project management, including scope definition, work breakdown, resource collaboration, and issue resolution. Strong interpersonal communication, presentation, and problem-solving abilities. Proficient in Smartsheet, Visio, and Excel. Ability to work independently, drive tasks to resolution, and apply advanced project management methodologies. Experience interacting with senior leadership and preparing board-level updates. Experience with AI governance and compliance is a plus. Confident, articulate, detail oriented and professional with strong executive presence and critical thinking skills. Innovative mindset with a passion for emerging technologies and continuous improvement. Capable of managing in a dynamic environment. What We Offer: At JAGGAER you ll find great benefits, empowering culture, flexible work environment, much more!

Provide end-to end support for telecom services, from ticket creation to issue resolution. Support and manage commercial voice services, including Hosted PBX, SIP Trunking, PRI Toll-Free Services, Long Distance, and Audio Conferencing. Utilize Cisco Unified Communications Manager (CUCM), CCNA Voice, and CCNP Voicek nowledge for troubleshooting and issue resolution. Troubleshoot various VoIP call issues, such as ASR, ACD, PDD, Dead Air, DTMF, codemismatches, One-Way Audio, Voice Quality, DID, and Toll-Free issues. Monitor and manage alarms across network entities including routers, switches, NGN network,Soft Switches, Media Gateways, SBCs, and Tx Equipment. Perform proactive network monitoring and troubleshooting of Dialogic NGN, Sansay, anAcme/Oracle SBCs, Cisco ONS, and other telecom equipment. Work closely with vendors and carriers on T1/T3 TDM circuits, conducting headto head testing on transport layers. Investigate and resolve fraud-related issues and conduct fraud analysis as necessary. Provide escalation support for other teams by analysing SIP/SS7 traces, CDRs, and raw switch traces to resolve complex call issues. Regularly update customers on the status of tickets, ensuring timely resolution and maintaining agreed SLAs. Conduct regular follow-ups with vendors and ensure that any network-related issues are addressed promptly. Troubleshoot and resolve issues related to VoIP phone features, such as answering rules, music on hold, and other platform-specific features. Assist with troubleshooting TollFree and Calling Card issues, providing resolutions based on network architecture. Maintain a proactive approach to network monitoring and ensure that all service disruptions are minimized. Should be ready for 24/7 work environment.

Amazon is looking for a Device Associate I for the Amazon Appstore Selection Quality Services (ASQS) team. The Amazon Appstore is an online store operated by Amazon that allows users to browse, download, and purchase apps and games for various platforms, including Android devices, Amazon Fire tablets, and Fire TV devices. The Appstore Selection Quality Services (ASQS) team is an integral part of the Amazon Appstore. Our goal is to build the most relevant, high-quality selection of apps and games for Amazon Appstore customers across first-party devices like Fire TV and Fire tablets, as well as third-party Android devices. ASQS plays a crucial role in connecting content to customers while mitigating risks to the Amazon Appstore ecosystem. We accomplish this by certifying, blocking, and suppressing externally developed low-quality and unsafe apps/content, maintaining a secure and trustworthy app marketplace. The teams key responsibilities include, but not limited to, APPLICATION TESTING: Conduct comprehensive testing of submitted applications to ensure they comply with Amazons policies, guidelines, and quality standards before approval for publishing LIVE to the Appstore Catalog. POLICY ENFORCEMENT: Consistently apply and enforce Amazons app store policies, ensuring fair treatment of developers while protecting users from potentially harmful or substandard applications CUSTOMER FEEDBACK MANAGEMENT: Monitor and analyze user reviews and feedback, addressing concerns and taking appropriate action when necessary to maintain the integrity of the app store. DEVELOPER RELATIONS: Provide guidance and support to application developers, assisting them in understanding and adhering to Amazons submission requirements and best practices. CAREER PATH: Device Associate I being the entry level role, Amazon Appstore provides opportunities to advance vertically to DA II and DA III roles, taking on increased responsibilities. Alternatively, employees can explore lateral movements into Business Analyst positions such as BA Support, BA I or BA II, transitioning into leadership roles such as Program Manager or Operations Manager, or specializing in Quality Assurance as QAT or QAE. The employees career path will be driven by their performance, interests, and the Appstores evolving requirements, which will be supported by continued training, mentorship, and cross-functional opportunities. 1. Test applications on FireOS and similar devices for compatibility and performance 2. Implement manual testing procedures for devices and applications. 3. Execute test cases for apps, services, and devices, covering simple and complex features 4. Document and report bugs, failures, and quality issues using appropriate systems 5. Monitor issue resolution, adhering to defined SLAs and escalation procedures 6. Follow standard operating procedures and test methods as defined by the team 7. Collaborate with peers and managers, seeking guidance when necessary 8. Meet daily productivity and quality targets, aligning with customer-centric philosophy EDUCATIONAL BACKGROUND: Graduate in any field of study TECHNICAL SKILLS: Basic understanding of software manual testing concepts INTERPERSONAL SKILLS: Effective communication skills, both written and verbal, along with ability to work collaboratively in a team environment EDUCATIONAL BACKGROUND: Bachelors degree in Computer Science, Information Technology, or a related technical field, with relevant certifications in software testing or quality assurance WORK EXPERIENCE: Little or no prior work experience required, with willingness to learn and apply new skills

We are looking for a bright, enthusiastic, and analytical candidate with a strong ability to solve problems and simplify processes and execute in the space of operational and supply chain excellence in Amazon India business. This becomes all the more challenging in India where the mode of business is marketplace. The Sr. Ops Associate supports the team that works with sellers to help improve their success at Amazon by building and nurturing an operational partnership. The associate will help to create an engaging experience for our seller partners by driving issue resolution in a timely manner. He/She will have the opportunity to identify improvement opportunities in supply chains, create solutions for it and pro-actively identify potential issues before they surface. This position requires strong self-motivation, self-starting and multi-tasking skills. The ideal candidate will have the ability to work closely with sellers, Amazon Ops and Planning and Ops Managers to solve day-to-day inbound operation problems. Ensure seller / vendor operational performance delivery inline with targets Identify and articulate strategic importance of metrics as a basis for managing tradeoffs, improving the customer experience and making decisions with internal and external stakeholders Work closely with vendor operations teams on strategies to reduce cost, lead time, and waste across the end-to-end supply chain Define, prioritize, and monitor to execution the programs/projects to achieve targets be delivered on time Create, write and review business cases, perform supporting research and analysis, write specifications, and drive the product development schedule from strategy to execution. Retrieve and analyze data using Excel, Access, SQL or other data management systems Monitor project execution and ensure that the project delivery is to the appropriate levels of quality and in line with its target date, ensuring the overall integrity within the program About the team Operations Excellence Team is designed to guide and assist sellers to ensure seamless experience while working with Amazon systems. As a part of the team, the primary role will be providing all reasonable support to sellers in improving their capabilities to ensure that they are able execute their business in the most optimum way. The role will comprise of assisting the seller to get well versed with various Amazon tools and provide on ground support to assess inputs like Vendor Returns, Returns Disputes etc. The team will be responsible for helping in undertaking on ground training of new sellers. These tasks include, but are not limited to, assisting in Returns Order Creation and Planning management process, interacting/coordinating with the sellers, identifying and correcting errors, maintaining records of work received and work performed etc. In addition to being a support associate grooming seller s to become self-sufficient on the platform, the individual is expected to take on larger responsibilities such as initiating and owning process improvement projects, participating actively in stakeholder calls/meetings etc. Bachelors degree Bachelors degree in management, business administration, economics, engineering, marketing 2+ years of sales experience

New Product Development in LED Lighting is preferred, Vendor Development and Capability Review, Client Visit Technical Discussions (Sales Support),Site Survey at Critical sites, Providing Product Pricing to Sales Team Required Candidate profile Education Required - BE ,Diploma, ITI in Electronics or Electrical is preferred. Software Skills Required - AutoCAD, CorelDRAW and Solid works is preferred

We are hiring for customer care Associates || ctc upto 4.2lpa|| work from office||Hyderabad We're expanding our team and looking for Technical Support Executives for Voice and Non-Voice processes. Technical support----Fresher-----Non voice /voice Education qualification :-Graduation Package upto 2.6lpa Technical support----Experienced----- voice process Education qualification :-plus 2/Graduate Package upto 3.6lpa Hindi mandate looking for Immediate joiners Work from office Rotational Day Shift 5 days working 2 days weeks off Skills : Provide L1-level technical support for end users Troubleshoot issues related to LAN, WAN, desktop systems, and basic networking Handle customer queries via voice or chat/email support Offer product-specific support (especially HP products printers, laptops, desktops, etc.) Ensure first-time resolution with a customer-first attitude Requirements: Must be fluent in Hindi and English Strong knowledge of: LAN/WAN troubleshooting Desktop Support & L1 Technical Support HP Products Excellent problem-solving and communication skills Prior experience in a technical support role preferred International voice process package upto 4.2lpa looking for Immediate joiners Work from office fixed night shift 5 days working 2 days weeks off One way cab (upto 25km) Interested Candidates Can Reach Out To Below: Contact HR Gopa: WhatsApp: 9100970544 Email: gopahr.axis@gmail.com

TransUnions Job Applicant Privacy Notice What Well Bring: We are seeking a skilled and customer-focused L2 Support Engineer to join our IT support team. As L2 Support Engineer, you will be responsible for handling escalated technical issues from Level 1 support/Internal Teams, performing in-depth troubleshooting, and ensuring timely resolution of incidents and service requests. You will work closely with cross-functional teams to maintain system stability and deliver excellent customer service. 3+ years of experience in IT support or technical support roles. Handle escalated support tickets related to Java-based applications and services. Strong knowledge of Java Core, Spring Boot, Spring Batch, and Spring Framework. Experience with GUI technologies. Proficient in analyzing logs and debugging Java applications. Strong knowledge of Windows/Linux operating systems, networking, and troubleshooting tools. Experience with ticketing systems. Excellent communication and interpersonal skills. Ability to work independently and manage multiple priorities. Web Services and API s. Continuous Integration and Deployment (CI/CD). Native/Hybrid Mobile application. Knowledge of cloud principles and practices would be strongly beneficial. What Youll Bring: Troubleshoot and resolve issues in Java Core, Spring Boot, Spring Batch, and Spring Framework components. Provide support for GUI-based Java applications, ensuring responsiveness and usability. Respond to and resolve technical issues escalated from L1 support/Internal Teams within defined SLAs. Basic Troubleshoot hardware, software, network, and application issues. Document solutions and update knowledge base articles. Collaborate with L3 support, Incident management and engineering teams for complex issue resolution. Monitor system alerts and logs to proactively identify potential issues. Assist in software deployments, patches, and upgrades. Provide support via ticketing systems, email. Maintain detailed records of support requests and resolutions. Excellent problem-solving and communication skills. Impact Youll Make: Familiarity with monitoring tools. Scripting knowledge is a plus. Experience with cloud platforms. This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week. TransUnion Job Title Assoc Engineer, Applications Support

At Cadence, we hire and develop leaders and innovators who want to make an impact on the world of technology. Job Title: Lead Product Engineer Location: Bangalore Cadence is a pivotal leader in electronic design, building upon more than 30 years of computational software expertise. The company applies its underlying Intelligent System Design strategy to deliver software, hardware and IP that turn design concepts into reality. Cadence customers are the world s most innovative companies, delivering extraordinary electronic products from chips to boards to systems for the most dynamic market applications including consumer, hyperscale computing, 5G communications, automotive, aerospace industrial and health. The Cadence Advantage The opportunity to work on cutting-edge technology in an environment that encourages you to be creative, innovative, and to make an impact. Cadence s employee-friendly policies focus on the physical and mental well-being of employees, career development, providing opportunities for learning, and celebrating success in recognition of specific needs of the employees. The unique One Cadence - One Team culture promotes collaboration within and across teams to ensure customer success Multiple avenues of learning and development available for employees to explore as per their specific requirement and interests You get to work with a diverse team of passionate, dedicated, and talented individuals who go above and beyond for our customers, our communities, and each other every day. Job Summary: Drives development of products and technologies and has material responsibility for the success of that product/technology. VIP PE is expected to be an expert in Memory domain of Verification IP family- protocol and product-wise. PE main role is to help accelerate VIP portfolio adoption at Cadence s top tier customers by supporting pre-sales technical activities. To ensure that, one must have strong verification expertise and understand customer design and verification flows. As a Memory model VIP and protocol expert, PE drives product knowledge transfer across our field engineers and customer, providing training and developing collaterals. The PE will also need to translate high-level requirements from customers into a technical spec and drive the product definition that fits the customer needs. PE is expected to work independently and collaborate with other team members (RD, Marketing, support) to ensure all dimensions of the product are aligned. This role requires approximately 20% travel on average. Job responsibilities: (edit as per the requirement) Leads projects with high resource, risk and/or complexity Develops and leads large and multiple cross-functional and cross-organizational programs, initiatives, and activities with high resource requirements, risk and/or complexity Continually evaluates technology effectiveness/data interoperability of complex systems Manages issue resolution with vendors on tech/product quality and functionality and influences vendor roadmap and direction of products Communicates highly-complex ideas, anticipates potential objections and persuades others, often at senior levels, to adopt a different point of view. Experience and Technical Skills required (edit as per the requirement): At least 4+ to 8 years of experience with Verification and Design Working knowledge with Memory Models like DDR, HBM, LPDDR protocols is a must Experience with Developing Verification environments using System Verilog Working knowledge and experience with the UVM methodology Good experience on solving complex problems where analysis of situations or data requires an in-depth evaluation of various factors. Exercises judgment within broadly defined practices and policies in selecting methods, techniques, and evaluation criteria for obtaining results. Excellent problem-solving and debugging skills Qualifications BE/BTech/ME/MS/MTech in Electrical, Electronics Comm or Computer Science Engineering Behavioral skills required Must possess strong written, verbal and presentation skills Ability to establish a close working relationship with both customer peers and management Explore what s possible to get the job done, including creative use of unconventional solutions Work effectively across functions and geographies Push to raise the bar while always operating with integrity We re doing work that matters. Help us solve what others can t.

At Cadence, we hire and develop leaders and innovators who want to make an impact on the world of technology. Job Title: Principal Product Engineer Location: Bangalore Cadence is a pivotal leader in electronic design, building upon more than 30 years of computational software expertise. The company applies its underlying Intelligent System Design strategy to deliver software, hardware and IP that turn design concepts into reality. Cadence customers are the world s most innovative companies, delivering extraordinary electronic products from chips to boards to systems for the most dynamic market applications including consumer, hyperscale computing, 5G communications, automotive, aerospace industrial and health. The Cadence Advantage The opportunity to work on cutting-edge technology in an environment that encourages you to be creative, innovative, and to make an impact. Cadence s employee-friendly policies focus on the physical and mental well-being of employees, career development, providing opportunities for learning, and celebrating success in recognition of specific needs of the employees. The unique One Cadence - One Team culture promotes collaboration within and across teams to ensure customer success Multiple avenues of learning and development available for employees to explore as per their specific requirement and interests You get to work with a diverse team of passionate, dedicated, and talented individuals who go above and beyond for our customers, our communities, and each other every day. Job Summary: Drives development of products and technologies and has material responsibility for the success of that product/technology. VIP PE is expected to be an expert in Memory domain of Verification IP family- protocol and product-wise. PE main role is to help accelerate VIP portfolio adoption at Cadence s top tier customers by supporting pre-sales technical activities. To ensure that, one must have strong verification expertise and understand customer design and verification flows. As a Memory model VIP and protocol expert, PE drives product knowledge transfer across our field engineers and customer, providing training and developing collaterals. The PE will also need to translate high-level requirements from customers into a technical spec and drive the product definition that fits the customer needs. PE is expected to work independently and collaborate with other team members (RD, Marketing, support) to ensure all dimensions of the product are aligned. This role requires approximately 20% travel on average. Job responsibilities: (edit as per the requirement) Leads projects with high resource, risk and/or complexity Develops and leads large and multiple cross-functional and cross-organizational programs, initiatives, and activities with high resource requirements, risk and/or complexity Continually evaluates technology effectiveness/data interoperability of complex systems Manages issue resolution with vendors on tech/product quality and functionality and influences vendor roadmap and direction of products Communicates highly-complex ideas, anticipates potential objections and persuades others, often at senior levels, to adopt a different point of view. Experience and Technical Skills required (edit as per the requirement): At least 7+ to 12 years of experience with Verification and Design Working knowledge with Memory Models like DDR, HBM, LPDDR protocols is a must Experience with Developing Verification environments using System Verilog Working knowledge and experience with the UVM methodology Good experience on solving complex problems where analysis of situations or data requires an in-depth evaluation of various factors. Exercises judgment within broadly defined practices and policies in selecting methods, techniques, and evaluation criteria for obtaining results. Excellent problem-solving and debugging skills Qualifications BE/BTech/ME/MS/MTech in Electrical, Electronics Comm or Computer Science Engineering Behavioral skills required Must possess strong written, verbal and presentation skills Ability to establish a close working relationship with both customer peers and management Explore what s possible to get the job done, including creative use of unconventional solutions Work effectively across functions and geographies Push to raise the bar while always operating with integrity We re doing work that matters. Help us solve what others can t.

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and theres no telling what you could accomplish.The people here at Apple don t just create products they create the kind of wonder that s revolutionized entire industries. It s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it.The Design for Manufacturing Operations Program Manager (DFM OPM) launches products on time, with high quality, and maximum customer availability. We seek an Operations Program Manager who will lead all aspects of new product development and product launch within Operations in Asia and is directly accountable for the results. Responsibilities include achieving goals for time to market, cost, quality, product availability and order cycle time. The DFM OPM in region is the primary leader and interface between Operations, Product Design, Engineering in Cupertino. In DFM, you will lead the key subsystems across all platforms that make iPhone, Apple Watch, Mac, and iPad great. Description OPMs are pivotal to the dynamic development and launch of Apple s products. A successful NPI OPM is a leader and facilitator; is driven, organized and detail oriented; excels in program/ project management; communicates with ease at all levels; thrives in an ambiguous environment and is adept at facilitating actions and resolving conflicts.We lead within worldwide Operations and collaborate with the core product development team and other functional organizations within Apple.Engage with OEM manufacturing partners to develop, ramp, and introduce products. Develop rapport with partners and detailed knowledge of "how the factory works," its capabilities and limitations. Engage with vendor partners at all levels to lead issue resolution and operational readiness.Lead matrix team members from across all Operations functions in Asia to develop new product plans and execute on operational scaling. Typical functions include WW Planning, Global Supply Management, Technical Program Management, Quality, Supplier Quality, Test Engineering, Design For Manufacturing and EngineeringCommunicate project status updates to various project partners, including team members and executives within Apple. Synthesize a multitude of issues into a clear, concise and focused message. Present with confidence and brevity.Always push the leading edge of innovation and excellence in Apple products and program management practices.Support coverage for other products in the region. Travel to another location on other products on an as-needed basis to drive issue resolution and/or support build/ramp activities. 5+ years of program management experience in dealing with high volume manufacturing, in the areas of design, process, commodity cost, factory cost, supply and quality management BS or MS degree in Mechanical Engineering, Electrical Engineering, Industrial Engineering (or similar) Ability to travel up to ~50% to various domestic / international destinations Preferred Qualifications Experience with any of the following: packaging technology, chip scale or wafer level chip scale packaging technology, molding process, System in package construction Exceptional ability to build relationships, build cross-functional teams and exert effective influence in a matrix organization Ability to think strategically, while driving tactical program execution Current knowledge of world class supply chain management practices

Build and maintain relationships with the entire customer base assigned; by ensure constant engagement with customers during the life cycle and moments of planned spontaneity. Planned wow moments executed to perfection at important stages in the customer lifecycle like welcome, agreement and handover of possession Responsible in maintaining MIS and closely work for Preparation of Final work Report. Co-coordinating with the internal partners and middle office teams for the process improvement & updating the MIS report logic's. Responsible for handling customers of Lawns & Beyond project contains entire customer data base. Attending customers who visit HO with their queries to resolve and ensure 100% satisfactory with the adequate resolution to the query. Cancellations, transfer requests and registration process. Resolving customer queries, preparing ledgers and addressing the issues highlighted by the customers through call. Managing post booking customer services till delivery /possession stage. Collection of payment dues, against demands generated with construction progress Responsible to interact with clients to guide them and solve their queries. Facilitate Coordination between the clients and other teams (Sales / Finance / Operations). Issue letters / communication to clients and its follow-up. On boarding of customers post booking Achieving collections targets Follow up with banks on loan sanctions and disbursements Customer query resolution ERP updation Preferably worked on Salesforce & Far vision Candidate should have minimum 1 to 5 years of good experience in Post sales/ Customer Services / CRM Activities in the Real Estate sector Providing end to end after-sales service to clients. Ensure good customer relationship. Follow up for post-sales service issues and also to explore new business opportunities with allocated existing clients. Maintaining a strong relationship with a client and advising them on issues related to the product and offering solutions on the same. Collect & maintain the customer data properly and ensure timely follow up with the customers as and when required. To ensure efficient query handling, issue resolution, data tracking and feedback.

A Day in Your Life at MKS: As IT Support for Global Service Desk, you will partner with IT Shared Services to provide remote support for all IT requirements, incidents and queries. In this role, you will report to the Lead GSD. You Will Make an Impact By: Technical Support: Provide timely and effective technical support to global internal users, resolving hardware, software, and network issues. Ticket Management: Monitor and manage helpdesk tickets, ensuring all incidents and requests are logged, prioritized, and resolved within established timelines. User Training: Conduct training sessions and create documentation to help users understand and utilize IT systems effectively. System Monitoring: Continuously monitor IT systems and infrastructure to identify potential issues and ensure optimal performance. Escalation: Collaborate with other IT teams and escalate complex issues to specialized teams when necessary, ensuring a seamless resolution process. Customer Service: Maintain a high level of customer service by effectively communicating with users, understanding their needs, and providing solutions that meet or exceed their expectations. Skills You Bring: Level of Formal Education: Graduate with a Post Graduate Diploma in Computer Applications (PGDCA) or a Diploma in Computer Hardware and Software. Experience: A minimum of 3+ years of job-related work experience in IT support or helpdesk roles. Windows Operating System: Proven experience and proficiency in troubleshooting and managing Windows operating systems. Active Directory: Hands-on experience with Active Directory, including user management, group policies, and security settings. Ticketing System: Extensive experience with ticketing systems, ensuring efficient logging, prioritization, and resolution of IT issues. Technical Troubleshooting: Strong technical troubleshooting skills with the ability to diagnose and resolve hardware, software, and network problems. Customer Service: Excellent customer service skills, with the ability to communicate effectively and empathetically with users. Team Collaboration: Experience in collaborating with cross-functional teams to ensure seamless support and issue resolution. Documentation: Proficient in creating and maintaining clear, comprehensive documentation for processes and procedures. Communication Skills: Ability to clearly understand and convey technical information through reading, writing, and speaking, ensuring that both technical and non-technical users can accurately receive and comprehend the support provided. Preferred Skills: ITIL certification Microsoft Intune Service Now #LI-MK1 MKS is committed to working with and providing reasonable accommodations to qualified individuals with disabilities. for a specific job, please include the requisition number (ex: RXXXX), the title and location of the role

Our Purpose Title and Summary Senior Kubernetes Platform Automation SRE Engineer Who is Mastercard? Mastercard is a global technology company in the payments sector. We power payments and provide products and services for individuals and industries all around the world. Our people, technology, data, and brand provide the capabilities that drive our success. We believe in connecting people to priceless possibilities. As a company, we know that our success is driven by the skills, experience, integrity, and mindset of the talent we hire. By building an inclusive, world-class culture, our employees have once-in-a-career opportunities to be a part of teams that have a greater impact on our community and our world. We invite you to join our team to find out how you too can start something priceless. Overview The Builder Enablement Program are looking for experienced Kubernetes Platform Engineers to operate a new on-premises Kubernetes capability (using Openshift). Kubernetes will be rolled out globally across Mastercard and will be responsible for supporting tens of thousands of workloads. Skills to monitor, operate, investigate and improve the fully automated platform will be key. Role Working within a global team, the role will be responsible for implementing IT initiatives that supports and continually improves our operational efficiency, driving automation, improving cost effectiveness, and creating operational excellence. Will include championing technology innovation and change, working with innovation stakeholders across the business, creating a culture of collaboration. Requires previous experience of implementing Kubernetes within an organization, and to be proficient with infrastructure / platform automation, with the ability to evangelize these across the organization. Is primarily focused on services, ensuring we meet their SLAs and efficiency targets, providing support for solutions based upon principles of high-availability, agility, scale and efficiency. Requires working with: oAgile frameworks oInfrastructure As Code oInfrastructure and Network technologies. oOrchestration of build and deployment of containerized environments. oBuilding and maintaining virtualization automation, monitoring, and reporting tools. oTroubleshooting, resolving, and assisting in complex environmental issue resolution. oParticipation in automation initiatives driving change and efficiencies. oMentoring and sharing knowledge with other members of the team through retros, planning meetings and daily standups. All About You 3+ years experience with building and operating on-premises Kubernetes (ideally OpenShift). CKA, CKAD, or CKS certifications a plus. Solid infrastructure experience. Networking, storage, and compute (ideally VMWare). Demonstrated ability to organize, manage, plan and control several concurrent initiatives with conflicting needs. Track record of successful delivery in a large enterprise environment. Familiarity or working knowledge of public cloud patterns (AWS/EKS, Azure/AKS); container tools (Kubernetes, Docker); pipeline tools (Jenkins, Ansible, Terraform); ancillary (Artifactory, Hashicorp Vault); logging and monitoring (Loki, ELK, Prometheus, Kibana, Splunk, Dynatrace); scripting (Python, Bash, Go).

SAP Concur Implementation Consultant - Turium AI Turium AI is seeking an experienced and solution-oriented SAP Concur Implementation Consultant to lead the full-cycle deployment of Concur Expense and Invoice modules across complex enterprise environments. This is a rare opportunity to work at the forefront of enterprise transformation collaborating with AI engineers, product teams, and global clients to streamline financial operations and enable automation-led process improvement. You ll lead the design, configuration, implementation, and rollout of SAP Concur modules, while driving change management and training initiatives to ensure successful adoption. What You ll Do System Implementation & Configuration Lead full lifecycle implementation of SAP Concur (Expense & Invoice) from requirements gathering through go-live and support Configure SAP Concur modules in alignment with client-specific business policies and approval workflows Manage stakeholder workshops, blueprinting, data mapping, testing cycles, and user acceptance Project Delivery & Stakeholder Management Act as the primary functional lead for Concur implementations Collaborate with finance, procurement, compliance, and IT teams to ensure solution alignment and enterprise standards Coordinate with SAP Concur and third-party vendors for issue resolution and feature enhancements Change Management & Enablement Develop training materials and deliver end-user training sessions Create documentation for processes, configurations, and handover packages Drive change adoption and provide support post go-live What We re Looking For 2+ years of hands-on experience implementing SAP Concur (Expense & Invoice) Strong knowledge of Concur configuration, workflows, policies, and reporting tools Experience leading data migration, integration scoping, and testing phases Familiarity with SAP ERP or S/4HANA and financial process best practices Excellent project coordination, stakeholder communication, and documentation skills Bachelors degree in Business, IT, or a related field MUST: Ability to work hours in Australian Eastern Daylight Time (AEDT)/Australian Eastern Standard Time (AEST) Nice to Have Experience in automation-led transformation or digitization projects Background working with finance, procurement, or shared services teams Exposure to global implementation environments or managed services Why Turium? We re not looking for box-tickers we re looking for builders. If youre driven by impact, autonomy, and innovation, you ll thrive here. At Turium, we partner with forward-thinking clients to solve real-world problems using AI, automation, and scalable enterprise solutions. Youll work with talented engineers, researchers, and domain experts who are passionate about making tech meaningful. Turium Inc. is an equal opportunity employers. We celebrate diversity and are committed to creating an inclusive environment for all employees

We are Allvue Systems, the leading provider of software solutions for the Private Capital and Credit markets Whether a client wants an end-to-end technology suite, or independently focused modules, Allvue helps eliminate the boundaries between systems, information, and people We re looking for ambitious, smart, and creative individuals to join our team and help our clients achieve their goals Working at Allvue Systems means working with pioneers in the fintech industry Our efforts are powered by innovative thinking and a desire to build adaptable financial software solutions that help our clients achieve even more With our common goals of growth and innovation, whether you re collaborating on a cutting-edge project or connecting over shared interests at an office happy hour, the passion is contagious We want all of our team members to be open, accessible, curious and always learning As a team, we take initiative, own outcomes, and have passion for what we do With these pillars at the center of what we do, we strive for continuous improvement, excellent partnership and exceptional results Come be a part of the team that s revolutionizing the alternative investment industry Define your own future with Allvue Systems! Technical and Standard Practices Conduct intricate technical troubleshooting, identify root causes, and deliver solutions Deliver exceptional support, demonstrating problem-solving skills, and ensuring excellent customer service Regularly triage and swiftly resolve problems for clients Proactively solve problems independently Manage support tickets through the JIRA ticketing system, email, or phone submissions Seek ways to enhance productivity and improve client satisfaction Exhibit time-management and organizational skills to set reasonable deadlines for issue resolution Demonstrate soft skills to communicate politely, professionally, and promptly with clients to explain complex issues and solutions Collaborate with cross-functional team members (Development, Professional Services, Cloud Operations, Customer Success Managers, etc ) to enhance products and services Customer Centric Experience/Relations Deliver top-notch customer experience and service Proficiently handle multiple daily customer calls, including screen-shares for detailed troubleshooting of reported technical issues at a professional level Demonstrate professional-level soft skills in communication with customers and internal staff Take personal responsibility for customer satisfaction in resolving Production client concerns and issues Team and Knowledge-Centric Collaboration Create and maintain professional-level internal and customer-facing knowledge articles Proactively inform leadership to enhance the product, reduce ticket volume, and refine processes as needed Provide mentorship and training for other Support team members from a technical and process perspective Adopt a team-oriented approach to collaborate or assist colleagues within the company on technical matters, processes, or product enhancements Embrace our companys Core Values (Be Open, Be Curious, Be Passionate, Own It) and Rally Cry (One Brand, One Strategy, One Foundation, One Culture) Proficiency in conducting in-depth analysis, complex technical troubleshooting, and issue resolution Strong research skills to advance investigations through written knowledge articles, training videos, and hands-on testing Effectively communicate problem concepts, replication steps, root cause analysis, and resolutions to both technical and non-technical audiences Knowledge of Accounting and familiarity with Business Central NAV / CRM is a plus Understanding of Business Intelligence concepts Familiarity with JIRA ticketing systems Proficient self-starter capable of working autonomously Meticulous attention to detail, coupled with strong organizational and coordination abilities Exceptional customer service expertise Proficient in written communication and interpersonal interactions Proficient in utilizing Confluence and Jira ticketing systems Well-versed in Microsoft Office 365 operations (Outlook, Teams, Excel, OneDrive, SharePoint, etc ) Experience using Slack or other message systems Q

Application Support Engineer - Decisions Developer Decisions is a fast-growing, private-equity-backed technology company that provides an integrated workflow and rules platform for business process automation (BPA). Trusted by top Fortune 500 firms and SMBs worldwide, Decisions empowers diverse industries around the globe to streamline and improve their processes, enhancing efficiency and yielding results, regardless of technical expertise. This no-code automation platform seamlessly integrates AI tools, rules engines, and workflow management, enabling the transformation of customer experiences, modernization of legacy systems, and the achievement of automation goals three times faster than traditional software development. As a Software Engineer, Support at Decisions, you will be part of an integrated support team troubleshooting complex customer problems in the use of the Decisions platform. You will play a pivotal role in tackling high-level troubleshooting issues before they reach the Product Engineering team, offering in-depth analysis, and guiding other team members on resolution strategies. As a member of the Support team, you will collaborate closely with cross-functional teams, contributing to product improvements and enhancing customer experience. Software Engineers at Decisions are expected to have experience in developing and integrating server and client applications. Your work will be produced in the context of Decisions engineering best practices, including but not limited to the continuous support of development, deployment, integration, and monitoring. Responsibilities Customer Issue Resolution: Take ownership of customer-reported issues and see them through to resolution Research, diagnose, troubleshoot, and identify solutions for customer problems Follow standard procedures for escalating unresolved issues to the appropriate internal teams Feedback and Documentation: Provide prompt and accurate responses to customers Ensure proper recording and closure of all reported issues Document knowledge in the form of tech notes and articles for a knowledge base Internal Collaboration: Follow Service Level Agreements (SLA) for issues, especially concerning severity Collaborate with internal teams for issue resolution Requirements: Technical Experience: Requires m inimum of one (1) year previous Decisions BPM platform Experience Minimum of two (2) years of software engineering experience in front-end and back-end applications and/or data service Experience in large-scale, high-performance enterprise big data application deployment and solution architecture in complex environments Experience in automation, engineering tasks, data, infrastructure/operations, and security engineer tasks Development Skills: Proficiency in programming languages such as C#, Java, or JavaScript Track record of delivering high-quality code Considerable experience dealing with SQL servers Business Process Automation (BPA): Expertise in BPA platforms with a strong understanding of process modeling and workflow optimization Certifications: Certification in BPM/RPA software is a plus Troubleshooting and Communication: Strong troubleshooting skills and the ability to work on multiple issues simultaneously Exceptional communication and collaboration skills Ability to lead and mentor technical teams Customer Support Attitude: Passion for supporting customers Willingness to provide as much help as possible and follow up with customers Availability: Understanding of the demands of operating in a customer support team that may require working in a 24x7 environment Availability and willingness to step in when needed, including weekends Background: Not from a technical support background that involves simply logging tickets or coordinating between groups The role requires active problem-solving and technical engagement

At Brandwatch, we believe in empowering every individual to make an impact. Here, your voice is heard, your ideas are valued, and your unique perspective fuels our collective success. As part of our global team, youll thrive in an environment that champions curiosity, collaboration, and innovation, all while making meaningful contributions to the brands we accelerate. Join us in shaping the future of communication and building authentic connections that matter. Whether youre solving complex problems or driving bold innovations, your growth is our success, and together, we ll create the conversations of tomorrow. Empower your impact at Cision. Be seen, be understood, be you. Job Summary: This role is focused on providing expert technical support to our customers using the Brandwatch platform. The Technical Support Specialist will work closely with the customer support team to troubleshoot and resolve technical issues for our customers. They will also work seamlessly within each area of the platform with ease. This includes identifying and diagnosing problems, providing step-by-step solutions, and escalating issues as needed to the appropriate team. Primary Responsibilities: Take ownership of customer issues assigned to the Technical Support team Provide a high level of guidance to Tier 1 Agents and be the go-to person for handling complex technical support questions Act as a technical advisor on occasional account escalations relating to high-profile customers of Brandwatch, when technical expertise on our team is required. Act as the owner of issues escalated by Tier 1 advisors and highlight the severity of critical product issues to both Product and Engineering teams as needed Identify opportunities for workflow efficiency within the Support team to improve collaboration with Product and Engineering teams, as well as other stakeholders Follow up on customer inquiries upon issue resolution/feedback from Product or Engineering with Tier 1 Support Agents and/or with the customer directly when needed Define internal SLAs on submitted cases to Product and Engineering, and flag internal SLA breaches to Technical Support leadership Monitor quality of submitted issue reports, and request/add missing information in order to deliver consistent quality Work closely with the Product and Engineering teams and collaborate on tasks and projects to improve the overall experience of customers and Support Agents assisting our customers Train and coach new Support Agents on highly technical product understandings, as well as Technical Support escalation procedures Take ownership of Technical Support-related Confluence questions and help build a community of experts within Brandwatch Update internal knowledge base with new relevant insights to enhance knowledge sharing across all Support Team member It is expected that you Provide professional, timely and high-quality customer service throughout your engagement with customers and internal stakeholders Report product issues & feature request accordingly to the defined processes, templates, and information requirements, and that you deliver consistently on these parameters You are an excellent communicator and are able to break-down technical terms/explanations into a language that is easily understandable both for internal parties, 1st tier Support Agents and, if needed, customers Take clear ownership of your cases, while yielding collaborative work on your coworkers cases in their absence Are able to flag risks and detect opportunities throughout your interactions with customers, and channel that information to Support Management and/or CSMs when needed You are a product expert, and always up to date with the newest release features and their use-case, and have gained the necessary advanced troubleshooting expertise required to deliver on 2nd Tier goals and KPIs You become an advanced product expert for one or more specific product sections/features and are the source of knowledge and expertise for the respective section/feature for the rest of the Support Team Ability to work independently or as part of a team and demonstrate leadership qualities Experience in resolving technical issues with a strong focus on customer satisfaction Ability to manage and analyse escalations with real-time resolution Meet and exceed organisational standards as it pertains to customer satisfaction goals, service level agreements, and team metrics Take responsibility for tasks and decisions as documented in all processes and procedures Performance evaluation based on the following criteria: Build out a new internal process, including SLAs, with the Product and Engineering teams Communication skills - both for internal entities and customer-facing Product knowledge/advanced product expertise and sharing of that knowledge with the broader team Overall resolution time of escalated bugs. Resolution can be defined as a fix from Engineering but can also be reporting back to the team when a fix is not on the roadmap and defining communication back to the customers in those instances. Relationship building within Product, CSM and Engineering teams Customer satisfaction