Senior L2 Product Support Engineer

3 weeks ago

Gurgaon, Haryana, India Criteo Full time
What You'll Do:

The Level-2 Support team plays a crucial role in resolving inquiries escalated from Level-1 support. By providing specialized expertise, troubleshooting skills, and adopting a knowledge-centered service model, this team ensures efficient issue resolution and enhances overall customer satisfaction.

Inquiry Resolution

  • Lead the resolution of complex customer inquiries related to product functionality, technical issues, and bug suspicions.
  • Provide mentorship and guidance to Level-1 and Level-2 support teams, ensuring a deep understanding of each issue's context and history.
  • Utilize expert product knowledge to diagnose and troubleshoot issues effectively.
  • Make decisions on the escalation of unresolved cases to Level-3 or specialized teams as needed.

Documentation and Knowledge Sharing

  • Oversee the development and maintenance of a comprehensive knowledge base including FAQs, troubleshooting guides, and best practices.
  • Ensure all documentation is current, accurate, and accessible to both internal teams and clients.
  • Collaborate in initiatives to empower Level-1 support and promote self-service through accurate and easily accessible information.

Continuous Learning and Improvement

  • Champion ongoing learning and development within the team, staying updated on product enhancements, new features, and bug fixes.
  • Conduct and facilitate cross-functional training sessions to enhance skills across the support teams.
  • Collaborate with product development teams to provide strategic feedback on recurring issues and influence product improvements.
  • Identify and drive opportunities to streamline processes and improve operational efficiency.

This role is based in either Gurgaon or Hyderabad.

Shift Time : AMER (6:30 PM IST - 3:30 AM IST)

Who You Are:
  • 5-10 years of experience working in technology, consulting or in an operational capacity
  • B.S. or M.S. in Computer Science, or equivalent degree or experience,
  • Must have experience in adtech or retail media industry. Advanced technical skills in web, database, and networking technologies (SQL, TCP/IP, HTTPS, SSL/TLS).
  • Proven track record of diagnosing and solving complex technical problems.
  • Exceptional leadership, communication, and interpersonal skills in English, both written and verbal.
  • Experience in an international working environment.
  • Demonstrated ability to lead projects and strategies independently.
  • Comfortable in a dynamic, ever-changing environment and capable of making high-stakes decisions.
  • Eager self-learner, enthusiastic about continuously acquiring new skills and knowledge.
  • Highly desirable: Experience in project or product management; proficiency in HTML, JavaScript, REST APIs, SQL, Python, and familiarity with data visualization tools.

We acknowledge that many candidates may not meet every single role requirement listed above. If your experience looks a little different from our requirements but you believe that you can still bring value to the role, we'd love to see your application​

Who We Are:

Criteo is the global commerce media company that enables marketers and media owners to deliver richer consumer experiences and drive better commerce outcomes through its industry leading Commerce Media Platform.

At Criteo, our culture is as unique as it is diverse. From our offices around the world or from home, our incredible team of 3,600 Criteos collaborates to develop an open and inclusive environment. We seek to ensure that all of our workers are treated equally, and we do not tolerate discrimination based on race, gender identity, gender, sexual orientation, color, national origin, religion, age, disability, political opinion, pregnancy, migrant status, ethnicity, marital or family status, or other protected characteristics at all stages of the employment lifecycle including how we attract and recruit, through promotions, pay decisions, benefits, career progression and development. We aim to ensure employment decisions and actions are based solely on business-related considerations and not on protected characteristics. As outlined in our Code of Business Conduct and Ethics, we strictly forbid any kind of discrimination, harassment, mistreatment or bullying towards colleagues, clients, suppliers, stakeholders, shareholders, or any visitors of Criteo. All of this supports us in our mission to power the world's marketers with trusted and impactful advertising encouraging discovery, innovation and choice in an open internet.

Why Join Us:

At Criteo, we take pride in being a caring culture and are committed to providing our employees with valuable benefits that support their physical, emotional and financial wellbeing, their interests and the important life events. We aim to create a place where people can grow and learn from each other while having a meaningful impact. We want to set you up for success in your job, and an important part of that includes comprehensive perks & benefits. Benefits may vary depending on the country where you work and the nature of your employment with Criteo. When determining compensation, we carefully consider a wide range of job-related factors, including experience, knowledge, skills, education, and location. These factors can cause your compensation to vary.

  • L2 Support Engineer

    4 days ago

    Gurgaon, Haryana, India Netomi Full time

    At Netomi AI, we are on a mission to create artificial intelligence that builds customer love for the world's largest global brands.Some of the largest brands are already using Netomi AI's platform to solve mission-critical problems. This would allow you to work with top-tier clients at the senior level and build your network. Backed by the world's leading...

  • L2 Product Support Engineer AMER

    3 weeks ago

    Gurgaon, Haryana, India Criteo Full time

    What You'll Do:The Level-2 Support team plays a crucial role in resolving inquiries escalated from Level-1 support. By providing specialized expertise, troubleshooting skills, and adopting a knowledge-centered service model, this team ensures efficient issue resolution and enhances overall customer satisfaction.Inquiry Resolution Address and resolve complex...

  • Product Support Representative Senior

    2 months ago

    Gurgaon, Haryana, India FIS Global Full time

    Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Commerce/Business Travel Percentage : 0%Job Location : Gurgaon/ Mohali and BangalorePreferred Immediate JoinersAre you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging...

  • Product Support Engineer AMER

    2 weeks ago

    Gurgaon, Haryana, India Criteo Full time

    What You'll Do:The product Support team plays a crucial role in resolving inquiries escalated from Level-1 support. By providing specialized expertise, troubleshooting skills, and adopting a knowledge-centered service model, this team ensures efficient issue resolution and enhances overall customer satisfaction.Inquiry Resolution Address and resolve complex...

  • Senior Technical Support Engineer

    4 days ago

    Gurgaon, Haryana, India Avaya Full time

    About AvayaBusinesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power...

  • Senior Support Services Engineer

    2 weeks ago

    Gurgaon, Haryana, India NTT Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of...

  • Jr. Network Security Engineer

    1 day ago

    Gurgaon, Haryana, India Corning Full time

    Requisition Number: 63442 Corning is vital to progress – in the industries we help shape and in the world we share.We invent life-changing technologies using materials science. Our scientific and manufacturing expertise, boundless curiosity, and commitment to purposeful invention place us at the center of the way the world interacts, works, learns, and...

  • Production Support Analyst

    4 weeks ago

    Gurgaon, Haryana, India NatWest Digital X Full time

    Join us as a Production AnalystThis is an opportunity to make a real impact and be pivotal in the success of our business, while benefiting from great variety and stakeholder exposure We'll look to you to deliver a complex and critical production management, infrastructure and application support service for relevant platforms, activities and processes...

  • Application support specialist L2

    5 days ago

    Gurgaon, Haryana, India Schenker India PVT LTD. Full time

    Key tasks & responsibilities n Maintains application support processes, and checks that all requests for support are dealt with according to agreed proceduresn Prioritizes, diagnoses and resolve incidents using ITSM tooln Investigates causes of incidents and seeks resolution n Facilitates recovery, following resolution of incidents n Documents and closes...

  • Staff Product Cybersecurity Engineer

    4 days ago

    Gurgaon, Haryana, India Stryker Full time

    Why engineering at Stryker?At Stryker we are dedicated to improving lives, with a passion for researching and developing new medical device products. As an engineer at Stryker, you will be proud of the work that you will be doing, using cutting-edge technologies to make healthcare better. Here, you will work in a supportive culture with other incredibly...

  • Principal Technical Support Engineer

    4 days ago

    Gurgaon, Haryana, India Avaya Full time

    About AvayaBusinesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power...

  • Production Planner Production Engineer

    1 week ago

    Gurgaon, Haryana, India OIL AND GAS COMPANY Full time

    Apply for Production Planner,Production Engineer, Rina Israni in Gurgaon ,Hyderabad/ Secunderabad ,Kolkata ,Noida/ Greater Noida ,Dharamshala for 4 - 9 Year of Experience on

  • Support Engineer, SFT

    4 weeks ago

    Gurgaon, Haryana, India Amazon Full time

    JOB DESCRIPTIONAmazon India is seeking world class Support Engineers for their EasyShip Development team located in Gurgaon. The ideal candidate is expected to provide quality first-tier systems and event management for the global technical operations of various customer facing systems. He/she will have experience working in a busy online operations...

  • Senior Software Engineer, Compliance

    4 days ago

    Gurgaon, Haryana, India Gemini Full time

    About the CompanyGemini is a global crypto and Web3 platform founded by Tyler Winklevoss and Cameron Winklevoss in 2014. Gemini offers a wide range of crypto products and services for individuals and institutions in over 70 countries.Crypto is about giving you greater choice, independence, and opportunity. We are here to help you on your journey. We build...

  • Senior Software Engineering Manager

    4 weeks ago

    Gurgaon, Haryana, India GoDaddy Full time

    Location Details: Remote, IndiaAt GoDaddy the future of work looks different for each team. Some teams work in the office full-time; others have a hybrid arrangement (they work remotely some days and in the office some days) and some work entirely remotely.​This is a remote position, so you'll be working remotely from your home. You may occasionally visit...

  • Senior Product Manager

    1 month ago

    Gurgaon, Haryana, India iimjobs Full time

    Responsibilities -•Creation and prioritization of the roadmap of the products you own.Work with the UI/UX and design to provide a world-class front-end experience. You will be responsible for wireframes, user flow, heatmap analysis, A/B testing, Impact analysis, and competitive analysis.Coordinate with multiple teams and management for the closure of...

  • Analyst, IA Production Support

    2 weeks ago

    Gurgaon, Haryana, India Boston Scientific Full time

    About the Role:The team at Boston Scientific offers you the chance to unleash your full potential by collaborating with a diverse group of top performers to address crucial challenges in the healthcare industry. With access to cutting-edge tools and training, we are dedicated to helping you enhance your skills and advance in your career. Here, we fully...

  • Hiring For Dotnet- Senior Engineer 2

    2 weeks ago

    Gurgaon, Haryana, India timesjobs Full time

    Hiring For Dotnet- Senior Engineer 2 Job Description Dotnet- Senior Engineer 2 Desired Profile Skills: Dot Net Core and C#, ASP.Net MVC, ASP .Net Core, Web API. MS SQLExperience:.Net developer with 5-7 years hands-on experience in Web based application development.Notice Period: Immediate -30 daysEducation B. Tech or BCA/MCA equivalent Location Gurgaon Email

  • Hiring For Dotnet-Senior Engineer 1

    2 weeks ago

    Gurgaon, Haryana, India timesjobs Full time

    Hiring For Dotnet-Senior Engineer 1 Job Description Dotnet-Senior Engineer 1 Desired Profile Skills : Microsoft .Net (C#), C#, ASP.Net MVC, ASP .Net Core, Web API, MS SQL or other relational databases, knowledge of OOP, Design Patterns and SOLID principles,excellent communication skillExperience:Net developer with 3-5 years hands-on experience in Web based...

  • Hiring For Dotnet- Senior Engineer 2

    2 weeks ago

    Gurgaon, Haryana, India timesjobs Full time

    Hiring For Dotnet- Senior Engineer 2 Job Description Dotnet- Senior Engineer 2 Desired Profile Skills : Microsoft .Net (C#), C#, ASP.Net MVC, ASP .Net Core, Web API, MS SQL or other relational databases, knowledge of OOP, Design Patterns and SOLID principles,excellent communication skillExperience: Net developer with 5-7 years hands-on experience in Web...