Senior Support Engineer – L2 (CE58SF RM 3304)

Job Description

Position: Senior Support Engineer – L2 (CE58SF RM 3304) Shift timing : General Work Mode : Work from Office (5 Days) Education : Bachelor’s / Masters / PhD: B.E Computers, MCA is preferrable Technical Skills required Mandatory Bachelor’s degree in Electrical Engineering, Software Engineering, Computer Science, Computer Engineering, or related Engineering discipline;o 4+ years of experience in L2 of managed services / application(mobile & web) support 2+ years of experience in the Mobile App Support Good hands-on experience in Customer Centric support Ability to differentiate between application & platform issues and proven track record of taking them to closure Preferred Basic understanding of IoT products & services Mobile App Support tools like AppBot, AppFollow etc. Experience in  AWS platform or certified in AWS(Solution Architect/SysOps) Lambda, API Gateways, Kinesis, ElasticSearch, ElasticCache, Dynamo DB, Athena, AWS IoT  Linux  NoSQL Database(Dynamo DB preferred)  Trouble ticketing tools(Jira Software & Jira Service Desk preferred) Hands on experience on New Relic and AWS Cloudwatch tools Prior experience in operation support for IoT projects (50,000+ live devices) will be an added advantage ITIL certification L3 Support experience in addition to L2 Any special or skills related notes: Highly customer-focused and always eager to find a way to enhance customer experience Excellent troubleshooting & analytical skills Excellent verbal & written communication skills Willingness to work in a 24X7 shifts environment Self-driven & committed to high standards of performance and demonstrate personal ownership for getting the job done. Able to pinpoint business needs and deliver innovative solutions Can-do positive attitude, always looking to accelerate development. Innovative and entrepreneurial attitude; stays up to speed on all the latest technologies and industry trends; healthy curiosity to evaluate, understand and utilize new technologies. Candidate Roles and Responsibilities Respond to the customer on App/Play Stores or on the email received via In-App feedback feature. Try to either provide resolution or guide it to appropriate team ASAP. Mobile Application Support Identify, categorize, prioritize, route, track, and close the issues identified/received from o Play Store o App Store o Inbuilt review feature in Mobile App Timely respond to customer reviews on both App & Play stores Make sure the customer query/issue is resolved to the highest satisfaction level Get on a bridge/conference call with L1 & customer in case of critical issues Support Marketing team in all new initiatives to enhance customer delight Suggest and implement new tools for automating some of these tasks to enhance productivity To identify, troubleshoot and solve incidents within SLA timelines Log Analysis of the issues reported Update tickets recent status and progress on ticketing tool Raise a bug for issue in application functionality where a code fix might be needed Triaging of o Mobile App issues on both Play Store & App Store o Web App issues o Platform(AWS) issues, in case required Service Mgmt. Reporting Status Tracking & Reporting Continuous Service Improvement Process Management & Improvement ******************************************************************************************************************************************* Job Category: Embedded HW_SW Job Type: Full Time Job Location: Noida Experience: 5 - 8 Years Notice period: 0-15 days