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Product Support Engineer

4 months ago

Bengaluru, India HCLSoftware Full time

Experience: 6+ years

Position Title : Product Support Engineer

Location : Bangalore/Pune, India

Note: Send resumes to: mounika-d@hcl.software

Coverage Region : Global (Rotational shift)


KEY RESPONSIBILITIES

1. Taking ownership of customer issues reported and seeing problems through to resolution.

2. Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues including problem recreation

to narrow scope of reported problems.

3. Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

4. Ask customers targeted questions to quickly understand the root of the problem.

5. Track issues through to resolution, within agreed time limits.

6. Talk customer through a series of actions, either via online portal, email, phone, or chat, until they’ve solved the issue.

7. Prioritize and manage several open issues at one time, need to be able to multi-task.

8. Follow-up with customers to ensure their systems are fully functional after troubleshooting and resolution.

9. Document technical knowledge in the form of knowledge documents, How-to content, and/or blog content

10. Develop in-depth skills with Actian products and related technologies to ensure quality technical support.

11. Willingness to be on call after business hours and work varying hours to cover global support.

REQUIREMENTS

 Proven work experience as a Technical Support Engineer.

 Requires 3-5 years industry experience in supporting mission critical software/database system.

 Bachelor’s or relevant work-related experience is required.

 Strong customer communication skills: must be proficient in English (written and verbal) to be able to communicate

comfortably with customers globally.

 Strong customer service mindset, including attitude, ethics, and approach.

 Excellent analysis, debugging, persistence in problem solving and proven troubleshooting skills.

 Can quickly grasp and self-learn new technologies.

 Ability to work with minimum supervision and under own initiative – self-motivated.

 The candidate can successfully demonstrate they have the following Technical Skills:

 Database: It is imperative for this role that the successful candidate have experience with anyone of the following

databases: Relational technologies such as Ingres, Oracle, DB2, MS SQL, Sybase, PostgreSQL, Etc.

 Operating Systems Management experience on the following primary operating Systems; MS Windows (Server 2008+)

and Linux. Knowledge of Raspbian or Windows IoT Core including installation and administration a plus.

 Structured Query Language experience with Structured Query Language (SQL) and procedural extension languages

such as PL/SQL, SQL/PSM. Experience of ANSI SQL is a key requirement.

 Programming Language experience such as C, C++, Java, JSON and .net (is a plus)

 Scripting Language experience with Bash, Shell, JSP, Python, etc. (anyone)

 Connectivity technology: ODBC, JDBC, JSON, etc.



Note: Send resumes to: mounika-d@hcl.software