Support Engineer

Job Description

Position Purpose To effectively provide timely and dependable resolution to all the product related issues (functional and technical ) experienced by the customers. Work with internal and external teams to resolve complex software issues, while investigating product defects, enhancements and limitations. Location: Support Engineer - Bangalore, Hybrid Major/Key Accountabilities To work on the incidents reported by customers and do the root cause analysis. Based on the root cause analysis, come up with data correction or/and software correction proposal. Liaise with external and internal teams to resolve the incidents reported by the customers. Create product specific knowledge base content. Maintain consistent and regular communication with customers on the status of their requests. Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention; maintains poise and professionalism even with very difficult and demanding customers. Handle and manage customer escalations effectively Provide feedback on the product improvement. Qualifications Essential A degree in Applied Mathematics, Computer Science, Engineering or equivalent degree. Experience/ Skills and Knowledge Minimum of 2 years of experience in development support / maintenance project. Strong analytical and problem solving skills. Must have excellent written and verbal communication. Must have strong SQL knowledge Should be able to debug and provide code correction in one of the languages: Scala/JAVA/Python Knowledge and experience on any Supply Chain Management related solution will be an added advantage. Well versed with the Support Processes Ready to learn new products and functionalities