Engineer - Software Support

1 week ago

Gurgaon, Haryana, India Salesforce Full time
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Engineer - Software Support

Full Time

Job Code: G-64053

Gurgaon, Haryana, India

1 position

Expires on 30/06/2024

Required Experience

1 - 4 Years

Skills

LINUX,

GRAFANA,

INFLUX DB

+ 3 more

Software Support (TAC):
The Software Support Engineer is responsible for providing technical assistance and support to our customers 24/7/365. This role requires excellent communication skills, problem-solving abilities, and a deep understanding of the GO Software ecosystem running the Warehouse operations. Responsibilities include Technical Support, Critical Issue Resolution, Training & Documentation, System Monitoring, and Collaboration with internal and external stakeholders. Tech Skills required are LINUX, GRAFANA, INFLUX DB, POSTGRES DB, MYSQL, SHELL/PYTHON SCRIPTING, and anything else used in GreyMatter SW.

In summary, Software Support is crucial in ensuring user satisfaction and resolving software-related issues. They collaborate with various teams, provide technical assistance, and contribute to improving software applications. Strong technical knowledge, problem-solving skills, effective communication, and customer focus are essential in this role.

Engineer - Software Support

GreyOrange seeks a talented and motivated TSE to support external customers for warehouse automation industry products. He will provide level 3 support for allocated product lines per decided SOPs.

You are also responsible for sharing knowledge within the client service team and relevant feedback with R&D.

Responsibilities:
* Responsible for efficiently handling and resolving technical issues passed on by L2.

Ensure timely and effective action as per decided workflow basis priority and severity for each ticket.

*Should ensure maximum issues are resolved without L4/R&D involvement.

*Should ensure adherence to committed SLAs for each reported issue.

*Should follow ticketing SOPs and ensure tickets are generated for R&D with all relevant technical details captured for every issue.

*Should follow internal escalation matrix based on severity and resolution time.

*Should ensure all relevant site-specific technical documentation and documentation regarding new product lines and/or features are accurately captured from R&D and shared with Client Service team.

*Should support CSMs in developing an eminently capable and technically competent team of assistant client service managers and service engineers.

*Responsible for creating and monitoring software and hardware component-wise reliability metrics for each installation.

*Should develop a framework to predict potential/future failures and ensure requisite preventive measures are taken

Required :

*Engineering graduate with a minimum of 6 months of experience in a 24*7 Software Support role.

*Experience with Linux/Unix

*Experience with SQL

*Experience with scripting - Python/Shell.

*Must have strong communication skills.

Preferred : (Good to have)

· Should be open to travel outside India.

· Candidates holding Visa B1/B2 will be preferred.

About Company

About GreyOrangeGreyOrange is a global leader in AI-driven robotic automation software and hardware, transforming distribution and fulfillment centers worldwide. Our solutions increase productivity, empower growth and scale, mitigate labor challenges, reduce risk and time to market, and create better experiences for customers and employees. Founded in 2012, GreyOrange is headquartered in Atlanta, Georgia, with offices and partners across the Americas, Europe and Asia. For more information, visit . Our SolutionsThe GreyMatter Multiagent Orchestration (MAO) platform provides vendor-agnostic fulfillment orchestration to continuously optimize performance in real time: the right order, with the right bot and agent, taking the right path and action. Currently operating more than 70 fulfillment sites across the globe (with deployments of 700+ robots at a single site), GreyMatter enables customers to decrease their fulfillment Cost Per Unit by 50%, reduce worker onboarding time by 90% and optimize peak season performance.In retail stores, our gStore end-to-end store execution and retail management solution supports omnichannel fulfillment, real-time replenishment, intelligent workforce tasking and more. Using real-time overhead RFID technology, the platform increases inventory accuracy up to 99%, doubles staff productivity, and enables an engaging, seamless in-store experience.

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