Senior Software Support Engineer

Overview

Senior Software support Engineer shall be responsible for the Level2 and Level3 support activities. He/She should be able work in shifts to align with customer sites operating time zones. He/She should work with global customer support teams to analyze an issues reported from the customer sites. He/She should have effective communication skills to debrief the issue to development/senior management teams and document the same. He/She should be able to effectively work within a team of technically strong engineers. He/She should be able to guide the juniors in the support teams. He/She should have knowledge of application deployment technologies. He/She should be able to fix software bugs, testing and maintaining the software is an important task for a Senior Software Support Engineer.

Responsibilities

• Must have a strong understanding of customer con-ops and be capable of comprehending issues reported by customers.
• Should be able to offer a workaround for immediate resolution.
• Must be able to analyze the complex issues reported by customers and able to identify the root cause without help from leads.
• Analyze the logs and necessary data from the customer environment to understand the scenario(s) that caused the issue.
• Must have strong debugging skills to identify the root cause of the issues.
• Provide the fixes to the software issues in collaboration with the development team.
• Provide timely updates through established communication channels.
• Update the service management portal with the latest updates for the customer reported issues.
• Update product knowledge base with newly reported issues from the sites.
• Raise the tickets in the Jira portal and track them to closure.
• Continually updating technical knowledge and skills by attending in-house and/or external courses, reading manuals and accessing new applications
• Complete assigned tasks on time and in accordance with the appropriate process.
• Should be able to contribute to critical/high severity bug fixes and feature development tasks.

Qualifications

• B.E/B.Tech (M.E/M.Tech preferred) in the disciplines of EEE/ECE/CSE or MCA degree or equivalent experience.
• Minimum of 6 to 9 years experience in the respective technologies

Specific Knowledge and Skills

Candidates should have experience in the following skills and technologies:

• Excellent understanding of Object-Oriented Programming concepts.
• Good programming skills in Java, Spring boot, Hibernate, RabbitMQ, and Redis technologies.
• Must have strong programming skills to write queries for MS-SQL and Postgres databases.
• Should have knowledge of microservices architecture and AWS services.
• Should have strong Knowledge on docker and Kubernetes technologies.
• Should have knowledge on Angular 12+

Soft Skills

• Excellent verbal/written communication skills with very good teaming skills
• A commitment to ongoing training and self learning
• Good time management and organizational skills