Senior Production Support Engineer

Role & responsibilities

Title:

Senior Product Support Engineer

Experience:

• 4+ years of experience in customer-facing positions as a product support specialist
• Exposure to 1 or more of the following business domains (Must have managed a client in any of the

domains listed below, in the career history): BFSI / Ecommerce / Manufacturing

• Excellent project management, team management and customer facing skills
• Ability to understand Application architecture and associated business / IT Operations workflows.
• Good Exposure to workflow automation tool(s). At least must have worked as a user to a Service

Desk / workflow / Monitoring tools / Runbook automation tool (CA / BMC / HP / IBM etc)

• Good Exposure to scripting / Programming / Tool Customization
• Understanding of IT Operations (IT Infrastructure and Application operations)
• Must be able to work in a fast paced technical environment and support a product with frequent

product releases and regular maintenance updates

Desirable Requirements:

Strong Project Management or ITIL skills

• Strong exposure to business applications running on multiple platforms of Unix & Windows
• Moderate software development or scripting/programming / RDBMS experience and knowledge

Employer Name:

Appnomic

Location:

Pune, Mumbai, Bengaluru

Experience Required:

4 - 8 years

Must Haves:

4+ years of experience in customer-facing positions as a product support specialist

• Exposure to 1 or more of the following business domains (Must have managed a client in any of the

domains listed below, in the career history): BFSI / Ecommerce / Manufacturing

• Excellent project management, team management and customer facing skills
• Ability to understand Application architecture and associated business / IT Operations workflows.
• Good Exposure to workflow automation tool(s). At least must have worked as a user to a Service

Desk / workflow / Monitoring tools / Runbook automation tool (CA / BMC / HP / IBM etc)

• Good Exposure to scripting / Programming / Tool Customization
• Understanding of IT Operations (IT Infrastructure and Application operations)
• Must be able to work in a fast paced technical environment and support a product with frequent

product releases and regular maintenance updates

Overall Skills Needed:

Strong Project Management or ITIL skills

• Strong exposure to business applications running on multiple platforms of Unix & Windows
• Moderate software development or scripting/programming / RDBMS experience and knowledge

Must be able to work in a fast paced technical environment and support a product with frequent

product releases and regular maintenance updates

• Highly developed, process-oriented skills for troubleshooting, problem solving, and problem resolution
• Superior written and verbal communication skills are a must
• Should have good exposure to product support domain

Key Responsibilities:

Developing a deep understanding of Appnomic products

• Supporting our customers and partners using our products
• Developing training content and delivering training on our products to customers and partners.
• Troubleshooting technical issues to establish the root cause of problems and form a solution or

workaround across a range of environments

• Developing a dynamic team of front-line technical resources who will provide technical assistance,

troubleshoot and resolve customer (including internal customers, like pre-sales, sales teams)

problems related to our products

• Providing documentation content and participate in online forum support for real-time questions from

Appnomic users

• Reproducing customer issues and if necessary file bug reports, escalate cases to engineering, and

provide necessary documentation

• Interfacing with engineering on various product issues, and provide the required patches to the

customers that resolve their issues

• Creating support tools and building a knowledge base of product issues
• Providing clear & constructive product feedback to Product Management / Solutions teams based on

customer requirements

• Documenting best practices in troubleshooting / supporting Appnomic solutions
• You will be goaled on Customer Satisfaction, SLA achievement against targets, gross margin targets

Experience with Volume Scale of Operations:

L2 and L3 Support Engineers Required

Additional Position Requirements:

Requirements - trouble shooting, UNIX, Middleware, Database

Candidates from small companies to be considered

Tomcat, websphere, any scripting, docker add - on

no andhra candidates.

In 4 at least 1 should be female, 2 blore, 1-1 in pune and mumbai

Notice Period:

Immediate Joiners

Engagement Type:

full_time

Job Type:

office

Employer Industry:

AI

Employer Website:

https://appnomic.com/

Preferred candidate profile

Perks and benefits