Technical Support Engineer

1 month ago

Chennai, India Digital.ai Full time

About Us

Digital.ai, brings together the best and brightest minds from around the world to drive outcomes and revolutionize the software industry. By transforming the way enterprises create, measure, deliver, secure, and continuously improve digital products, we are able to achieve our mission of creating a digital world we can trust.

The leaders in Value Stream Management, software delivery, and application security - CollabNet VersionOne, XebiaLabs, Numerify, Experitest and Arxan - are now Digital.ai, bringing game-changing innovation to Global 5000 enterprises. Digital.ai turns outputs into outcomes, enabling enterprises to deliver digital experiences customers can trust. With unrivaled transparency, intelligence, and security, businesses can create value, fuel growth, and drive transformation like never before.

Position Overview:

As an Digital.ai Customer Support Engineer, you'll engage with Enterprise-level customers, providing guidance, support and analysis. You’ll learn to become a Subject Matter Expert in at least two products within the Digital.ai Value Stream Platform. You will proactively help customers avoid potential issues and be responsible for providing clearly articulated solution to achieve the greatest customer satisfaction. Having a strong background from working within the software development cycle will be a major pre-requisite for this role.

Responsibilities:

  • Provide high quality 24/7 technical support of Digital.ai products by helping customers resolve issues, including explaining usage, debugging failures, pinpointing problems, implementing workarounds, increasing performance, improving security, and determining root causes
  • Perform thorough analysis of the issue and provide customer updates within the set SLAs and response time guidelines
  • Maintain availability to customers and other team members during normal working hours and be available to flex your schedule to accommodate trends in ticket volume
  • Practice the ‘give and take’ model of knowledge and experience exchange by sharing information gained through individual training, on-sites, and other non-typical job-related opportunities with the greater team
  • Work on the basis that screen sharing calls with the customer are the best way to resolve customer issues rather than email
  • Consistently communicate with customers to convey the status of fixes, triage, and questions. You will ensure that customers are kept always informed.
  • Support on-going efforts in defining best practice for Digital.ai product solutions
  • Facilitate and liaise communication across internal teams and update the customers systematically
  • Contribute, maintain, and improve knowledge base articles, SharePoint pages, training materials, and other repositories of information to keep it accurate, pertinent, and valuable
  • Look for ways that the support team can improve our processes, communication, systems, etc., so that we can more provide more help to our customers
  • Must be able to work effectively with a globally distributed team using collaborative tools such as Zendesk, Atlassian,Microsoft Office 365 suite, and Slack
  • Alert management proactively about customer issues that are heading toward escalation or which require special handling
  • Advocate as Voice of the Customer for our Enterprise customers, reporting and acting on observed areas for improvement
  • Report customer use cases, requirements, and enhancement requests
  • Characterize customer-found defects and recommend fixes
  • Protect Customer intellectual property and any personal information that you may encounter during your efforts

Demonstrated Required Skills and Abilities:

  • A natural trouble-shooter, autonomous, able to assemble and use different tools, able to manage and prioritize effectively, willing to dig deep to find the answers to tricky problems
  • Strong customer service skills including the ability to work with customers in a manner that is professional, compassionate, and effective
  • Ability to synthesize and clearly communicate complex technical issues to technical and non-technical audiences at all levels, both internally and externally
  • Good understanding of SaaS and Cloud operations
  • Good understanding of installing applications and upgrading to latest versions on Linux and Windows servers
  • Good understanding of the security processes, standards & issues involved in multi-tier, multi-tenant web applications for example SSO, LDAP, etc
  • Good understanding of the architectural principals of web-based platforms including SaaS, multi-tenancy, multi-tiered infrastructure and application servers
  • Good understanding of APIs, HTTP requests, Databases and Network infrastructure.
  • Scripting language experience (Python or Perl, etc.)
  • Good understanding on working on a UNIX operating system (Linux, Solaris, etc.) and familiarity with UNIX troubleshooting tools
  • Enjoy working in a fast-paced, dynamic, multicultural, innovative and international environment.
  • Ongoing learning attitude, has effective time management skills, shows attention to detail and can communication in English (oral and written)
  • 3+ years working in one or more of these roles: software development, technical support or sales engineering and can clearly demonstrate strong technical aptitudes in one or more platform areas.

Required technical skills in Platform: Application Life Management:

  • Working knowledge of OS including CLI experience, deploying and configuring application or web servers in virtual machines. E.g., Linux, Tomcat, JBoss, Windows Server, IIS
  • Experience with version control, e.g., Git, SVN, etc)
  • Code review: Review board, Gerrit
  • Analyze JBoss logs manually or using tools.
  • Understanding of database systems and SQL.
  • Web development experience using technologies such as Java/J2EE/Servlets/Struts
  • Perform heap and thread dump analysis
  • Internet technologies, e.g., web servers, proxies, firewalls, email servers
  • Implementing microservices and containers e.g., Kubernetes, Docker, OpenShift
  • Replicate/setup customer system architecture and integrations in: Azure, AWS, Docker, Hyper-V and/or VirtualBox.
  • Diagnose and troubleshoot network connectivity issues stemming from Windows and Linux protocols.

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