Product Support Tech Advisor

Project Role:

Experience:

Job Location:

Skills:

Roles and Responsibilities

• Team is involved in assessing & resolving issues/query raised (on Service-Now VIA platform) by product users and proactively work with product team (includes Product manager and development team) for timely resolution.
• Analyzing and identifying technical issues (both frontend & backend) reported by users and providing solution to the same, either through direct assistance or by guiding users through troubleshooting steps
• Team is also responsible for developing and maintaining a comprehensive knowledge base of FAQs and troubleshooting guides.
• Keeping documentation up-to-date based on new product releases, features etc
• Providing training sessions to help users understand and use the product effectively.
• Keeping users informed about knows issues, product updates and resolutions.
• Tracking Key performance indicators (KPIs) by publishing various product dashboards.
• Collaborating with Product users, dev teams, and other up/down stream applications for a unified customer experience.
• Regular connects with product managers/teams for effective resolution of users issues/queries.
• Empowering development team to focus & build new features.
• Drive continuous improvement & provide key health indicators for the products.
• Ensuring smooth product operations.

Technical Experience:

• Minimum of 4 to 7 years of experience working in supporting complex production systems.
• Proficient in Python scripting.
• Proficient in SQL programming.
• Basic knowledge/Interested to learn technologies like HTML, CSS, and JavaScript (Frontend related)
• Added advantage of having some knowledge in big data tech stack viz Hive, Impala, Sqoop, Oozie, HDFS, Hive, Kafka, etc.
• Involved in RCA (Root Cause Analysis) using application and system error logs.
• Good communication and presentation skills - constant communication, regular update, and follow[1]ups with various stake holders.
• Openness to share knowledge & learn together.
• Interested to learn new technology.
• Good understanding of production support process.
• Ability to listen to team members and communicate instructions effectively.
• Quick learner, self-motivated, should have ability to lead and direct team members.
• Should have ability to take proactive steps in managing problems.
• Added advantage of having some fundamental knowledge in Machine Learning.

Qualifications: