Product Support Engineer

1 week ago


Sany, India Acme Services Private Limited Full time

JobDescription:

Be a subjectmatter expert of product

Documentingtroubleshooting and problem resolution steps.

Monitor alerting channels analyze problems diagnose and dooccasional code fixes with low to medium complexity.

Taking ownership of technical issues and working closelywith developers to resolve more complicated problems.

Work closely with product and developers to enhance thequality of existing products.

Advocateinternally for customer needs be the technical voice of thecustomer

Resolving escalated customercomplaints without the need for team lead intervention.

Address urgent issues quickly work within and measureagainst customer SLAs.

Train and coachcustomers to a successful onboarding process and ongoingusage.

Automate scripts / tasks for reportingand maintenance; and build anomaly detectors and alerting whereverapplicable.

Develop smaller complexityfeatures/enhancements in existing products.

Perform indepth research and identify sources of production issuessurrounding the application.

Work closely withbusiness in managing day to day issues and resolve userqueries.

Perform daily health checks of theapplication job schedules and infrastructure supporting theapplication.

Develop and facilitate monitoringsystems to identify issues before they happen.

Work backward with the Product team to improve the product as perthe feedback/issues of the product

Some morerequirements:

68 months ofexperience as Product Support Engineer

Experience in providing support for ETL or data warehousing ispreferred.

Good Understanding on Unix andDatabases concepts

Experience working with SQLand NoSQL databases and writing simple queries to get data fordebugging issues.

Being able to creatively comeup with solutions for various problems and implementthem.

Experience working with REST APIs anddebugging requests and responses using tools like Postman

Quick troubleshooting and diagnosing skills.

Knowledge of customer success processes.

Experience in document creation.

Highavailability for fast response to customers.

Language knowledge required in one of NodeJs Python Java.

Background in AWS Docker Kubernetes Networking anadvantage.

Experience in SAAS B2B softwarecompanies an advantage.

Ability to join thedots around multiple events occurring concurrently and spotpatterns.



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