Mobile Application Support Engineer

Role: Mobile Application Support

Location: Noida

This role is responsible for supporting Mobile Application support for IoT projects.

Duties & Responsibilities:

• Respond to the customer on App/Play Stores or on the email received via In-App feedback feature.
• Try to either provide resolution or guide it to appropriate team ASAP.
• Mobile Application Support

o Identify, categorize, prioritize, route, track, and close the issues identified/received from

• Play Store
• App Store
• Inbuilt review feature in Mobile App

Timely respond to customer reviews on both App & Play stores

Make sure the customer query/issue is resolved to the highest satisfaction level

o Get on a bridge/conference call with L1 & customer in case of critical issues

Support Marketing team in all new initiatives to enhance customer delight

o Suggest and implement new tools for automating some of these tasks to enhance productivity

• To identify, troubleshoot and solve incidents within SLA timelines o Log Analysis of the issues reported

o Update tickets recent status and progress on ticketing tool

o Raise a bug for issue in application functionality where a code fix might be needed

o Triaging of Mobile App issues on both Play Store & App Store, Web App issues

• Platform (AWS) issues, in case required
• Service Mgmt. Reporting o

  Status Tracking & Reporting

• Continuous Service Improvement

Process Management & Improvement

Qualifications and Experience:

Mandatory

• Bachelor’s degree in electrical engineering, Software Engineering, Computer
  Science, Computer Engineering, or related Engineering discipline.
• 4+ years of experience in L2 of managed services / application (mobile & web) support

• 2+ years of experience in the Mobile App Support

• Good hands-on experience in Customer Centric support
• Ability to differentiate between application & platform issues and proven track record of taking them to closure
• Preferred o Basic understanding of IoT products & services o Mobile App Support tools like AppBot, AppFollow etc.
• Experience in

  AWS platform or certified in AWS (Solution Architect/SysOps)

• Lambda, API Gateways, Kinesis, ElasticSearch, ElasticCache, Dynamo DB, Athena, AWS IoT

• Linux
• NoSQL Database (Dynamo DB preferred)
• Trouble ticketing tools (

  Jira Software & Jira Service Desk

  preferred) o Hands on experience on New Relic and AWS Cloudwatch tools
• Prior experience in operation support for IoT projects (50,000+ live devices) will be an added advantage
• ITIL certification
• L3 Support experience in addition to L2

Skills and Abilities Required:

• Highly customer-focused and always eager to find a way to enhance customer experience
• Excellent troubleshooting & analytical skills
• Excellent verbal & written communication skills
• Willingness to work in a 24X7 shifts environment
• Self-driven & committed to high standards of performance and demonstrate personal ownership for getting the job done.
• Able to pinpoint business needs and deliver innovative solutions
• Can-do positive attitude, always looking to accelerate development.
• Innovative and entrepreneurial attitude; stays up to speed on all the latest technologies and industry trends; healthy curiosity to evaluate, understand and utilize new technologies.