Technical Support Agent

Role & responsibilities

PFB JD, kindly consider the candidates only if they are fine with below pointers:

24/7 Support process

Monthly rotation of shifts and week offs

WFO from office all 5 days (Mon to Fri), If Sat and Sun are normal working days then its WFH

Job Description

Role: Technical Support Agent

Description: Technical Support Agent will troubleshoot and resolve technical problems of Apigee customers by using the skills in Apigee product, debugging, networking and system administration.

Qualifications and Experience:

1. Bachelors degree in Computer Science, Information Technology, or related field of study

2. 2 or more years of IT experience

3. System/network administrator level knowledge of Linux/Unix or Windows operating systems

4. Knowledge of Networking fundamentals (TCP/IP, Routing, Load Balancing, etc.)

5. Solid knowledge of web technologies (HTTP, HTML, DNS, TCP, etc.) and REST APIs

6. Hands-on experience in developing and maintaining API Proxies with Apigee On-Premises Deployment Kit (OPDK)

7. Basic understanding of Cassandra, Postgres DB and Zookeeper

8. Strong analytical and problem solving skills

9. Excellent written and verbal communication skills

10. Customer Support Experience

Technical Needs: Google Apigee with troubleshooting skills

Domain Needs: Soft Skills, Cloud and Apigee Knowledge

Responsibilities:

1. Own, troubleshoot and resolve customer problems through effective technical diagnosis and resolution

2. Create and deliver high quality incident reports for customer’s critical issues

3. Develop a good understanding of Apigee product technology and enhancements by troubleshooting, performing deep-dive analysis, determining the root cause of customer issues