Senior Technical Support Engineer

2 months ago

Bangalore Urban, India Netradyne Full time

Job Title - Staff Technical Support Engineer Experience - 8-12 Years

Position Description:

As a Senior Technical Support Engineer, you are the expert technical interface between Netradyne customers, Netradyne technical support, and development teams. Your responsibilities include working directly with customers at a technical level to diagnose, reproduce, and resolve in-field software and hardware issues. Resolve simple and complex customer technical issues either on-site or via telephone, chat applications, or other remote applications. Research customer technical issues promptly and follow up directly with the customer with recommendations and action plans. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills, and be someone who embraces challenges.


Please note this role requires you to work on US business hours and might need to be flexible to change based on the business requirement


Job Description:

  1. Plans and performs technical activities to service the customer and brings expertise to customer site on need basis
  2. Able to Articulate the Product requirements and check how to get these implemented in the product.
  3. Work with Engineering , Product Management and Dev team to identify issues
  4. Experience working on pilot/Trial phases of a Product by working with Sales and Solution engineering team’s
  5. Plans and executes technical tasks requiring specialist skills in their professional area
  6. Works independently with the responsibility for solving customer request cases and reporting according to processes, Identifies and solves technical problems.
  7. Shares knowledge in own professional area.

Mandatory Skills:

1.7-10 years of hands-on experience primarily on Cloud-based products

2. Development or scripting hands-on experience (Ex: Java, Python, Perl, Shell, etc.)

3. Good experience in working with different DBs (Ex: Oracle, SQL Server, Postgres, etc.)


4.In-depth knowledge of the architecture of current/previous projects


5. Strong domain knowledge of Web technology and Internet Domain


6. Experience in Analysing, investigating, and identifying the root cause of complex customer issues, and communicating findings to the relevant group for resolution

7. Working experience on ITSM and Project Management tools (Ex: BMC Remedy, ServiceNow, Salesforce, JIRA, etc.)

8. Excellent communication, influencing & conflict resolution skills

9. Experiencing in handling monitoring alerts and critical incident management processes

10. Experience in working with cross-functional teams to meet SLAs

11.Experience in working with the Global team/Multi-Cultural Environment

12. Must be Flexible to work in shifts


Skills

1. Good to have: Familiarity with cloud technologies (Microservices, Containers, Messaging, Kubernetes, Docker)

2. Networking & system-level troubleshooting

3. Familiarity with REST API programming will be an added advantage

4. Good knowledge of the AI/ML concepts

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