Level 2 Support Engineer

Job Description

About Worksoft Worksoft empowers business and IT to deliver flawless applications faster and more efficiently with the ability to discover, document, test, and automate end-to-end business processes in pre-production and production environments. Our solutions ensure business process quality and resilience by automating tests for SAP, Oracle, and other enterprise applications. Recognized by global enterprise customers and top system integrators as the “gold standard” for SAP automated testing. Worksoft’s automation is embedded into their ERP practices to support Agile, DevOps, and SAFe methodologies and accelerate digital transformations. About The Job The Senior Software Support Engineer role is a role within the Customer Support team, taking care of the most complex customer issues and tackling the role and responsibilities of the subject matter expert in our software. It is the Support engineer's responsibility to work towards root cause determination and expedite an action plan to resolve the problem. The role is a customer facing one, so strong customer skills are a requirement for being successful in this position. This position reports to the Customer Support Manager and is a remote position in India. Hyderabad or Bangalore area is preferred but not required. Key Responsibilities Handling complex issues raised from the lower support tiers and recording all related activities in the ticketing system. Deep investigation of complex technical issues and the solution of support requests. Providing training, coaching and mentoring of the lower support tiers to improve product knowledge and issue handling skills. Actively developing and maintaining technical knowledge base content. Timely communication to customers with a focus on service and relationship building. Provide in depth pre and post sales technical assistance for internal and external customers, facilitating the investigation, identification, root cause and resolution of complex technical issues. Areas will include configuration, installation, environmental and application functionality, as well as other potential causes. Expedite timely resolutions to help maintain and reduce case closure times. Work with and advance issues to Engineering where required. Build positive relationships with our partners and end customers. Keep the customer updated on the status of work on their problems. Develop robust communication practices with a strong focus on customer service and solution quality. Support the knowledge-sharing mindset by contributing knowledge content for all new issues encountered and resolved at Tier 2 and improve existing content where necessary to ensure good visibility and re-usability of data on known problems. Keep the case handling system updated with current information on the support case, related activities and resolution. Maintain and extend product knowledge by self-study and by attending relevant training sessions. Regularly share product and problem-solving knowledge via coaching and training initiatives. Mentor agents in lower support tiers as part of the company's talent development and retention ethos. Required Skills And Experience Minimum of 5 years in a role requiring troubleshooting and problem-solving skills - ability to quickly assess the impact, complexity and urgency of technical issues In-depth knowledge of corporate networks In-depth knowledge of remote computing (RDP, VM, AWS, RDS, Azure, VDI, RTS, Citrix, etc. ) Understanding of Windows servers, IIS, and software installations – In-depth knowledge of access rights/security In-depth knowledge of Windows operating system Experience with software testing Excellent written and oral English communications skills – technical writing, editing experience Desired Skills And Experience Experience with Worksoft products - Worksoft Certification Microsoft Certified relevant to the role Experience with test automation Additional fluent languages: Spanish/German/French Cloud Certifications: Azure Administrator Associate, AWS Certification Google Cloud certification Experience with SQL server administration Mac troubleshooting Experience: 5+ years Mode of Work: Remote/Hybrid Location: Hyderabad Worksoft Values Team No egos here ... just great people, fun, flexibility, and trust. Respect We welcome, we include, and we respect everyone. Urgency Have the courage to take risks. Uncover Opportunities and seize the moment. 11 am - 8 pm IST Show more Show less