L2 Software Support Engineer

2 weeks ago

Bhopal, Madhya Pradesh, India V Group Consultancy Services Pvt Ltd Full time

About V Group:
V Group Inc., an IT-based solution entity based out of New Jersey.

With multiple offshore sites (Pune and Bhopal) in India.

With offerings ranging from IT infrastructure to Product development, V Group Inc provides a compliant service in numerous industry sectors while maintaining structure, stability, and core values.

Current business groups include e-commerce, Digital, Professional services, IT projects, and Products.

Join our team of innovative technical and business-savvy people; with a passion for creating solutions

When you join @V Group you're joining a company that values career development, collaboration, innovation, and inclusiveness.

We want employees to feel proud about being part of a company that is committed to doing the right thing.

You'll have the opportunity to grow your career while developing personally and professionally through various resources and programs.

JOB SUMMARY:

  • Position Title: Software Support Engineer (L2)
  • Job Location: Pune, Bhopal (Currently remote)
  • Experience: 4+ years of relevant experience
Job Timing: 6pm -3am IST

  • Preferred Industry
  • IT-Software, Software Services.

Please Note:
We are looking for candidate with Immediate availability those who can join us within a week.

PERKS & BENEFITS:

  • Best in Industry Salaries (we run market surveys regularly)
  • Periodic Performance Bonuses
  • Hybrid Work culture
  • Equal Opportunities
  • Health Insurance and Personal Accident Insurance
  • Gym Memberships
  • Certification Reimbursement Programs
  • US Based Projects
  • Opportunities of US / Onsite Visits
  • Quarterly Evaluation and Appraisal Mechanism

Job Description:


We are seeking a talented L2 Software Support Engineer to join our dynamic team and provide exceptional support for our products targeting the USA market.

The ideal candidate will possess a blend of technical expertise, strong communication skills, and a customer-centric attitude.

Key Responsibilities:

Client Communication:

  • Interface directly with USA clients, demonstrating excellent communication skills and a customerfocused approach.
  • Respond promptly to client inquiries via email, phone, or ticketing system.

Technical Support:

  • Handle escalated technical issues from Level 1 support, performing indepth analysis and troubleshooting.
  • Utilize log analysis and other diagnostic tools to identify and resolve software issues promptly.

Ticket Management:

  • Manage tickets efficiently, adhering to SLAs (Service Level Agreements) and ensuring timely resolution of client issues.
  • Maintain detailed records of all support activities and resolutions.

Product Lifecycle Knowledge:

  • Demonstrate a solid understanding of product lifecycles and versioning, contributing insights for continuous improvement.

Collaboration:

  • Serve as the primary technical liaison between clients and the development team, conveying issues and insights effectively.
  • Collaborate with the development team to address complex technical issues and implement solutions.

Test Creation and Execution:

  • Develop comprehensive test cases, including aptitude tests and email writing exercises, to ensure product quality.
  • Execute tests and analyze results to validate software functionality and performance.

Technical Skills:

  • Proficient in shell scripting for automation tasks and system administration.
  • Experience with stored procedures and job scheduling for database management.
  • Strong understanding of software development processes and methodologies.

Required Skills and Qualifications:

  • Excellent communication skills, with the ability to interact professionally with USA clients.
  • Solid technical background with expertise in log analysis, troubleshooting, and issue resolution.
  • Experience in handling and prioritizing tickets, adhering to SLAs.
  • Strong understanding of software development lifecycles and product management principles.
  • Proficiency in shell scripting, stored procedures, and job scheduling.
  • Ability to create and execute comprehensive test plans.
  • Bachelor's degree in Computer Science, Engineering, or related field preferred.
  • Prior experience in a similar L2 support role for the USA market is highly desirable.
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