Support Engineer Immediate Joiner

2 - 5 years

5 - 15 Lacs

Posted:4 days ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

Support engineers should have 2+ years of experience.

Responsibilities

  • Provide customer support by resolving platform inquiries, L1
  • technical issues, and configuration challenges related CloudPhysics platform and its interaction with Broadcom environments.
  • Diagnose, troubleshoot, and document cases for escalation to the Development Team via Jira tickets.
  • Maintain and update Knowledge Base, System Taxonomy, Hardware Compatibility List, and End-of-Life Databases using Broadcoms latest updates. (Even if something has been automated, they can be the owners)
  • Track and report support metrics to ensure SLA compliance and continuous process improvement.
  • WalkMe in-app support maintenance.
  • Website Static Pages and Security/FAQ documents maintenance. (We have outdated documents that require changes or even to recreate the document to add the changes)
  • Maintain and improved support AI knowledge tool. (when it is available)

Skills/Requisites

  • Basic to intermediate technical knowledge to assist customers effectively.
  • Understanding of virtualization concepts and VMware environments.
  • Experience with OVA/OVF installation.
  • Ability to utilize and improve existing answers from our knowledge base database.
  • Willingness to learn Salesforce (SFDC) for ticket management as we transition from email-based support to SFDC.
  • Ability to learn how to use and troubleshoot an application that consist of an observer application that collects data and web application that provide analytics.
  • Knowledge of WalkMe is a plus in order to update in-app support pages.

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