Senior Engineer - Software Support

2 - 3 years

4 - 7 Lacs

Posted:1 week ago| Platform: Foundit logo

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Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities:

Technical Issue Resolution:

  • Handle and resolve technical issues passed on by L2 support efficiently.
  • Ensure timely and effective action according to ticket priority and severity.
  • Maximize resolution without involving L4/R&D.
  • Adhere to committed SLAs for each reported issue.
  • Follow ticketing SOPs and ensure detailed tickets are generated for R&D with all relevant technical information.

Documentation & Knowledge Sharing:

  • Maintain site-specific technical documentation and updates for new product lines or features.
  • Share technical knowledge and updates with the Client Service team.
  • Support CSMs in developing a technically competent team of assistant client service managers and service engineers.

Reliability & Preventive Measures:

  • Create and monitor software and hardware component-wise reliability metrics for each installation.
  • Develop frameworks to predict potential/future failures and ensure preventive measures are implemented.

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