Senior Technical Support Engineer Incontact

5.0 - 7.0 years

2 - 6 Lacs

pune, maharashtra, india

Remote

Provide 3rd line engineering support to the product. Under minimal supervision, serve as Tier 3 subject matter expert for Public Safety end-user applications for recording playback, analysis, reporting and system monitoring. Communicate with regional support teams (worldwide) and other stakeholders, verbally and in writing, in a professional and diligent manner. Ensure customers are satisfied prior to closing support issues. Coordinate with team members to manage and contribute to daily team workload. Work with all stakeholders to efficiently gather, validate, and document technical information needed to resolve or escalate product issues. Perform and document root-cause analysis as needed to resolve or escalate software and deployment issues. Contribute to process and troubleshooting documentation in the support knowledge base. Help foster innovation in tools and processes to make support more effective and efficient. Adhere to defined technical support process and offer improvements as necessary. Assist product teams to successfully introduce new products/versions. Understand and adhere to compliance standards as they appear in the Employee handbook, Corporate Compliance Policies, Code of Conduct and Conflict of Interest Policy. KNOWLEDGE, SKILLS, AND ABILITIESUnderstanding of: SQL Server (DBA activities, experience with SQL queries, functions, and stored procedures) Experience of SQL Scripting Windows server (IIS, Windows security, optimization, and troubleshooting) Networking fundamentals (TCP/IP, LAN, WAN, VPN routing, Audio codec,) Modern telecommunications (telephone, VoIP, PBX) Security and encryption fundamentals (SSL/TLS, SSH, PGP) Basic understanding of Virtualization and cloud concepts. Skills: Meticulous about documentation and record-keeping Strong communication skills (verbal, listening, reading and writing skills) Demonstrated problem solving, troubleshooting and analytical skills Work successfully in a strong team environment, learning rapidly, and developing relationships within and across teams Multi-tasking and time-management skills are essential to switch between varied tasks Remain focussed and calm under pressure, with patience and perseverance to succeed EDUCATION AND EXPERIENCE BS in Computer Science, Engineering, or Mathematics; equivalent work experience considered 5+ years of experience supporting enterprise software applications and system integrations OTHER INFORMATION Flexibility in working hours is essential, as remote sessions with global customers are needed outside of normal working hours. There may be an infrequent need to travel to customer or partner sites, worldwide.

Posted 4 days ago

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