Jr. Product Support Engineer

Description:

Softeons PACS team provides technical support and troubleshooting services involving specific product implementations. They may provide this support for either external clients or internal/partner teams who are product users. They take ownership of support tickets, remaining accountable for assisting the client through resolution of the issue. Support Analysts should have in-depth experience in troubleshooting and maintaining the products and systems used by their teams or clients. They must be able to multitask and stay focused in a fast-paced environment. This team works 24/7 which has 3 rotational shifts.

Role & responsibilities

• Effectively troubleshoot product technical issues (sometimes in conjunction with Product dev/Testing teams).
• Handle customer calls directly and possess effective communication skill (Written & Verbal)
• Ability to quickly narrow down to root-causes when handling client tickets.
• Providing timely and accurate status reporting to both internal & external stakeholders
• Be relentless in follow-up with different stakeholders to ensure support tickets are handled in a timely manner without escalations.
• Responsible for documenting customer feedback on applications and providing recommendations to improve applications.
• Have a flair in investigation of various issues including but not limited to Monitoring Logs, Alerts, Cloud system restarts etc
• Serve as a technical/functional liaison between the development and client communities.
• Provide on-call support for escalated production issues on a rotating schedule.
• Maintain confidentiality, treating others with respect and upholding company values are key attributes.
• Detailed Incident tracking and reporting with attention to detail.
• Reporting on daily progress and milestone checks at regular intervals.
• Adequate knowledge of Product Development Lifecycle
• Update necessary artifacts to ensure effective data collection for analysis.
• Basic knowledge of Supply Chain Management domain would be advantageous.
• Quickly learning and understanding of configurations using in-house tools used for Ticket Management, Data Analysis and Integration.
• Render administrative and application support to other internal teams and divisions.

Soft Skills:

• Proficient in English

Technical Skills:

• Basic SQL
• Basic Linux administration
• Helpdesk/Ticket Management tool usage and configuration

Qualification:

• Bachelors or Masters degree preferably with IT or Computer Science (BCA, MCA, BE, B.Sc)
• Other Degrees would be considered if the candidate has good knowledge in SQL/Linux