Technical Product Support - Java, C,C++,Python

THE ROLE

• Understand the working of the specific product application(s) in which expertise needs to be built through training programs including on the job training, classroom training and training material available on the knowledge collateral(s).
  
• Primary responsibility will be to facilitate solution to the tickets logged. It includes analysis of the ticket logged, updating clients and stakeholders through appropriate channels in every stage of resolution & providing an agreeable solution.
  

Responsibility in detail:

• Understand the details in ticket logged. Validate the completeness of information provided and if required, collect further information from client. Use the collected information to analyze the problem threadbare.
  When identified as a bug, do comprehensive documentation including product analysis of defect ,elaborating the root cause and possible resolution for the defect. Provide additional information that would help Development team to fix and test the problem effectively. In case of non-defects, educate client with adequate information & procedures on how to handle the scenario/meet the requirement .
• Act as the technical reference point during software implementation/upgrades. Provide guidance and support to client IT teams.
  
• Contribute to Knowledgebase through FAQ s and HowTo s.
  
• Develop/Enhance Tools that will help in reducing the analysis time and boost customer experience. Best tools have fair chance of getting integrated to Core product
  Available to perform onsite analysis of tickets at client places. Typically, this would be required during the milestone period of the client like Go Live of implementation, branches, and Upgrade.

• BE/BTech/MCA candidates with 3 to 5 years of Product Support experience with coding experience/exposure (Java/C/C++/Python )
  
• Experience in Client facing roles and acting as technical point of contact during software implementation/upgrades
  
• Experience working in 24/7 Support team

• Care

  We care and listen to each other, our clients, partners and the communities we serve

• Commit

  We commit with determination and persistence to make things happen

• Collaborate

  We collaborate within Temenos and across a wider partner ecosystem

• Challenge

  We challenge the status quo, try to look at things differently and drive change