SENIOR ENGINEER - ENGINEER

• L2 Support Engineer/Senior Engineer for IoT projects in the Smart Products & IoT Strategic Innovation Centre in India team. This role is responsible for

  supporting Mobile Application support for IoT projects

  .
• 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

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 o Timely respond to customer reviews on both App & Play stores 
• Make sure the customer query/issue is resolved to the highest satisfaction level 
• 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
•  Suggest and implement new tools for automating some of these tasks to enhance productivity • To identify, troubleshoot and solve incidents within SLA timelines 
• Log Analysis of the issues reported o Update tickets recent status and progress on ticketing tool 
• Raise a bug for issue in application functionality where a code fix might be needed 
• 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 o Process Management & Improvement Qualifications and Experience: • Mandatory o Bachelor’s degree in Electrical Engineering, Software Engineering, Computer Science, Computer Engineering, or related Engineering discipline;