Senior Engineer - Software Support

Job Description

GreyOrange seeks a talented and motivated TSE to support external customers for warehouse automation industry products. He will provide level 3 support for allocated product lines per decided SOPs. You are also responsible for sharing knowledge within the client service team and relevant feedback with R&D. Responsibilities: * Responsible for efficiently handling and resolving technical issues passed on by L2. * Ensure timely and effective action as per decided workflow basis priority and severity for each ticket. *Should ensure maximum issues are resolved without L4/R&D involvement. *Should ensure adherence to committed SLAs for each reported issue. *Should follow ticketing SOPs and ensure tickets are generated for R&D with all relevant technical details captured for every issue. *Should follow internal escalation matrix based on severity and resolution time. *Should ensure all relevant site-specific technical documentation and documentation regarding new product lines and/or features are accurately captured from R&D and shared with the Client Service team. *Should support CSMs in developing an eminently capable and technically competent team of assistant client service managers and service engineers. *Responsible for creating and monitoring software and hardware component-wise reliability metrics for each installation. *Should develop a framework to predict potential/future failures and ensure requisite preventive measures are taken Required : *Engineering graduate with at least 3 years of experience in a 24*7 Software Support role. *Experience with Linux/Unix *Experience with SQL *Experience with scripting - Python/Shell. *Must have strong communication skills.