Support Engineer

As a member of the global support team, you will help debug and solve problems that may arise during the implementation of complex solutions by external and internal customers using our products. Your responsibilities will include gathering information about reported problems, researching for known issues and workarounds, establishing configurations and steps to reproduce the problems, and recreating the issues in a lab environment. Once you have a clear understanding of the problem, you will be expected to identify workarounds or collaborate with engineering to provide fixes or patches to the client as necessary to ensure the smooth operation of their systems. This role requires a strong focus on problem-solving and innovative thinking. You should have a great deal of technical expertise and be willing to continuously enhance your skills and learn new ones as you tackle some of the most challenging customer issues. You will be part of a team where colleagues with different skills work closely together to solve complex tasks. The work environment is energetic, welcoming, and informal, fostering collaboration and creativity. Many team members choose to stay with us for a long time. This is a permanent night shift role with locations available in Pune, Bangalore, Chennai, and Hyderabad. The ideal candidate will have 2-5 years of experience and will work full-time in a hybrid/remote mode. **Responsibilities And Duties:** - Provide phone/email/video consultation to debug customer problems of low to medium complexity. - Develop excellent communication skills (phone/email) to support the customer base. - Mentor the Associate Support Engineer (IC1) on technical issues related to the product. - Understand and reproduce product issues reported by customers in the support lab. - Provide prompt and accurate feedback to customers. - Collaborate with senior team members to provide workarounds for customer-reported issues. - Escalate issues to senior team members when obstacles cannot be overcome. - Learn from escalated issues to prevent repeated escalations of the same problem type. - Attempt to provide workarounds to reduce the need or urgency for Change Requests. - Create Change Requests (CRs) for defects/enhancements reported by customers. - Create Knowledge Base articles (FAQ/Solutions) for Service Requests with repeat value. **Qualifications And Skills:** - Bachelors/Masters degree in Computer Engineering, Computer Science, or equivalent with 3-5 years of relevant IT experience. - Good troubleshooting and analytical skills. - Proficiency in programming languages such as JAVA, C, C++, .Net, and debugging skills. - Understanding of Unix and Windows operating systems and ability to simulate/debug problems on these platforms. - Working knowledge of technologies like J2EE, JMS, XML/XPATH, Web services, app/web servers, networking, TCP/IP, HTTP, SOAP. - Familiarity with open-source messaging technologies like Apache Kafka, Pulsar, MQTT, etc. - Knowledge of databases such as Oracle, SQL Server, DB2, and proficiency in writing/analyzing SQL queries. - Excellent verbal and written communication skills. - Strong customer-oriented attitude. - High level of personal motivation and ability to take ownership and responsibility. - Ability to work in an international multi-site environment. **Nice To Have (any Of These):** - Java certification/Database certification. - Knowledge/experience of Cloud technology (e.g., AWS, Azure). - Knowledge of application security/Web services security. About Encora: *Please note: Women candidates are preferred for this role.* ,