Tier 2 Technical Support Engineer

6 days ago

India myKaarma Full time

Title or Role: Tier 2 Technical Support Engineer


Job Type: Full-time, remote (Night Shift 8PM to 4AM)


Job Location: Noida, India


Company Overview

Headquartered in Long Beach, CA, myKaarma is an end-to-end SaaS customer interaction and workflow platform for franchise automotive dealership service lanes and fixed operations departments. myKaarma’s solution includes an integrated suite of scheduling, interaction, communication, and payment tools that drive efficiencies for dealer service lanes and improved experiences for vehicle owners. Our Company is composed of an ensemble of people that endeavor to streamline the service operations of automotive dealerships and make the customer experience frictionless and touchless. Challenging the status quo is part of our DNA.


Role Description

At myKaarma we take customer service very seriously and we take pride in our crazy good support team.

  • The end user initiates a support ticket by engaging with myKaarma's support team (Tier 1) via email, telephone, or chat.
  • In cases where Tier 1 cannot resolve the issue, the matter is escalated to Tier 2 for further diagnostic analysis.
  • The Tier 2 team is charged with identifying the root causes of issues and, depending on the nature of the issue, either recommending a workaround, rectifying the problem, or escalating it for inclusion in the engineering team's development pipeline.


Responsibilities

  • Diagnose tickets escalated by Tier 1 using but not limited to following avenues: scrutinizing application logs, analyzing business data and crawling through code.
  • Collaboration with the Engineering team for solving higher priority issues, understanding implementation of new features or architecture changes to better support corresponding tickets.
  • Collaboration with Product teams for higher priority issues as well as customer suggestions.
  • Contribute to building internal software.


Skills and Qualifications

Required:

  • Engineering degree.
  • Ability to write and understand SQL queries.
  • Ability to read and understand code in an object oriented language.
  • Quick learner and willing to dive into new technologies and contexts.


Desirable expertise in:

  • Competency in writing code in Java.
  • Familiarity with SQL, NoSQL databases.
  • Microservices, SpringBoot, RESTful APIs.


We Offer

  • Small and Global Engineering team
  • Competitive salary
  • No-Limit Vacation policy: We don’t count your leaves and vacations
  • Equity potential
  • A diverse, relaxed, results-oriented workplace with smart, friendly colleagues and a ping-pong table
  • Unlimited snacks :-)
  • Fun outings


Join myKaarma and become an integral part of our devoted team, unwaveringly dedicated to placing the customer at the forefront, thinking from the customer's perspective, and upholding the principles of the TPS to deliver outstanding technical support.

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