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Product Support Engineer

Product Support Engineer

Sutherland

0 years

0 Lacs

chennai tamil nadu india

Posted:1 day ago| Platform:

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Skills Required

support leadership triage workflow resolve integration api data synchronization statistics jira service management communication unix postgresql developer collaboration

Work Mode

On-site

Job Type

Full Time

Job Description

Company Description

Sutherland

is seeking a leadership-oriented and self-motivated person to join us as an

Team Manager.

We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!day-to-day responsibilities….

Lead end-to-end triage and resolution of tickets submitted by users of the Trove custom apps
Assess severity, provide workarounds, and escalate if necessary
Learn the workflow of the custom Trove apps and provide clarification and guidance to issue reporters
Debug and resolve integration issues between Trove's platform and customers' existing e-commerce systems, including API connections, webhook failures, and data synchronization problems.
Provide timely updates for stakeholders on the status of issues
Ensure that the pertinent stakeholders are looped in to ensure that issues are resolved within the agreed SLAs
Track statistics on Jira Service Manager tickets to identify recurring issues and trends to help Product and Partner Management teams identify enhancements that provide the greatest value
Respond to ad-hoc questions from Trove team members about the technical functionality of Trove custom apps
Record triage and resolution activities in the Production Support knowledge base to help resolve similar issues more efficiently.

You will be successful here if you

Are fluent in English with strong written and verbal communication skills.
Have practical experience navigating UNIX file systems and executing command line
Have practical experience using PostgreSQL to locate and view data (select, join, order by)
Have practical experience with issue ticketing systems like Jira Service Manager / Zendesk
Have practical experience using the Chrome Developer Tools
Enjoy diving deep into technical details to troubleshoot complex problems and establish scalable processes that work for all users.
Approach support with a sense of collaboration and kindness
Work well cross-functionally with a variety of teams

Qualifications

You will be successful here if you

Are fluent in English with strong written and verbal communication skills.
Have practical experience navigating UNIX file systems and executing command line
Have practical experience using PostgreSQL to locate and view data (select, join, order by)
Have practical experience with issue ticketing systems like Jira Service Manager / Zendesk
Have practical experience using the Chrome Developer Tools
Enjoy diving deep into technical details to troubleshoot complex problems and establish scalable processes that work for all users.
Approach support with a sense of collaboration and kindness
Work well cross-functionally with a variety of teams

Additional Information

All your information will be kept confidential according to EEO guidelines.

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