Senior/Lead Technical Support Engineer

Job Title

Experience

Netradyne Overview & Brief Description

The Senior Technical Support Engineer role is responsible for ensuring the success of our customers by effectively managing a team of Technical Support Engineers and associated support projects and processes. This role involves managing case assignments and escalations, mentoring team members, project management and client engagement. The candidate is expected to be independent, hands on, self-motivated, proactive, results-oriented, and able to define and provide a high level of customer satisfaction through the delivery of world-class technical support services.

Roles & Responsibilities

• Deliver excellent Customer Support services by meeting and exceeding all SLA and operational targets.


• Manage Support processes including case reviews, customer feedback analysis, FAQ analysis, develop and maintain Support procedures and policies.


• Communicate extensively with key customer account stakeholders (business and technical) and internal stakeholders (engineering, Operations, business) via all modes and across all geographies.


• Effectively drive major incident process (P0/P1s) and the produce RCA within client SLAs.


• Follow change management process and implement changes with pre/post validations end to end.


• Independently drive regular client meetings (weekly/monthly/quarterly), note down the action items, and ensure timely completion of them, with effective client communication.


• We are a 24 hrs 7 days week 365 days Support centre and hence would need candidates who are open to working any shift based on business requirements.


• Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, service levels, resolution time, and project deadlines.


• Develop deep understanding of Netradyne Product and Architecture. Be the SME on published and unpublished product functionalities.


• Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/Support management.


• Drive continuous improvement in processes through innovation and automation and cutting-edge technology.

Experience & Skills

• Overall, 5 to 8 years of work experience.

• Ability to work effectively with in the team as well as participate in other cross-team engagements to expedite resolution to hot issues.


• Excellent verbal and written communication skills and strong presentation skills.


• Must be proficient with analysing log files, standard debugging concepts and scripting languages Python or Shell/Unix.


• Working knowledge of DB queries (SQL, etc.).


• Familiarity working with ITSM/Support tools, preferably Sales Force.

Qualifications & Academics

A bachelors degree in a tech-related field - B.E. / BTech / MCA