Senior Production Support Engineer

4 - 9 years

7 - 17 Lacs

Pune Bengaluru Mumbai (All Areas)

Posted:8 months ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

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

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Pune Maharashtra

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