TraceLink - Senior Support Engineer - Python

3 days ago

Pune, India TraceLink Full time

Key Responsibilities : - Lead complex technical issue resolution by analyzing, troubleshooting, and implementing sustainable solutions using TraceLinks products and platforms.- Mentor and coach Technical Support Engineers, providing guidance on best practices, technical problem-solving, and customer communication.- Perform data triage and execute repairs, including development of custom tools, automation scripts, and diagnostic utilities to streamline operations.- Serve as the subject matter expert for 34 core applications, providing in-depth technical knowledge and advisory support to both internal teams and customers.- Partner closely with Engineering, Product Management, and Customer Success teams to relay customer feedback, escalate systemic issues, and shape product improvements.- Ensure adherence to SLAs while managing high-priority escalations with precision and professionalism.- Participate in rotational on-call support, managing production-critical issues during extended support Technical Skills : - Programming/Scripting : Expertise in Perl, Python, Shell scripting with a focus on automation and tooling development.- Data Handling : Strong hands-on experience with XML, JSON, and CSV formats for integration, troubleshooting, and transformations.- B2B & Enterprise Technologies : In-depth knowledge of B2B protocols, ERP systems, and enterprise integrations.- Debugging & Analysis : Proficient in log analysis, system debugging, and root cause identification for complex distributed systems.- Operating Systems : Advanced knowledge of UNIX/Linux environments.- Additional Expertise : Exposure to Java applications, data repair methodologies, and enterprise collaboration tools (Salesforce, Google Workspace, Experience : - Minimum 7+ years of experience in technical services, advanced support, or similar customer-facing engineering roles.- Proven track record in designing scalable support solutions, data triage, and automation to improve operational efficiency.- Experience leading escalations and mentoring junior engineers in fast-paced : - Education : Bachelors degree in Computer Science, Engineering, Information Systems, or a related technical field (or equivalent experience).- Languages : Fluent in English (additional languages are a plus).- Strong written and verbal communication skills with the ability to articulate technical solutions to both technical and non-technical audiences. (ref:hirist.tech)

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