Product Support Engineer

4 weeks ago

Indore, India DigiValet Full time

If you are inquisitive, perceptive and dare to dream big… Join a team that loves inventing the new. We are a team of talented and innovative people and are looking for equally passionate people to join our team.

We are thrilled to announce an exciting opening for the position of Accounts Manager at our Indore office If you have a strong background in accounting, taxation, and compliance, along with a passion for leading and managing financial operations, we would love to hear from you.



Responsibilities:


  • You’re the first and most important contact person for our clients with regards to any issues, product feature change request, or inquiries
  • Proactive monitoring of the issues reported by clients on various channels such as email, phone, chat, or support portal
  • Identify and analyze the reported issues on priority basis, troubleshoot and resolve them with utmost client satisfaction.
  • You will be taking ownership of technical issues, understanding customer requirements and workflow
  • Working with various teams to resolve issues and cater client’s feature change request
  • Strong acumen to propose any workarounds to the client for any breakage in product or services
  • Document issues reported by clients in the ticket which can serve the purpose of repository or considered as details for escalating issues internally
  • Provide timely and relevant updates to clients on movement of their issue or development in their requirements



Personality Attributes :


  • You’re a confident person, with good communication skills, and wear a go-getter attitude
  • Team player with positive attitude and knack to learn anything that come your way



Requirements :


  • 0-5 years of relevant work experience in Software Technical Support
  • Understanding of Linux Server and sound knowledge of the command lines
  • Acumen to do log analysis on Linux Server, debug the error/exceptions found in the servers
  • Basic knowledge of Networking Hardware - Switches, Routers, AP & Firewalls
  • Knowledge of databases like MySQL, MongoDB to fetch data through SQL query
  • XML/JSON, Postman understanding will be an added advantage .
  • Server Health monitoring using enterprise tools like Grafana, Prometheus, Nagios
  • Basic understanding of serial communication and device automation and API integrations
  • You should be flexible to work in rotational shifts, including weekends and public holidays
  • Hands-on knowledge of service desk software like Jira and Zoho Desk .


Brownie Points on :

  • Working experience on Hospitality Software Products, or IT support in standard Hotels
  • Hands-on experience on remote deployments through RunDeck or similar tools like Chef, Salt would be an added advantage
  • Understanding of Networking standards such as - TCP/UDP, IP Routing, Bonding, VLANs, Bridging, DHCP, DNS, FTP, SSH, IP Routing Troubleshooting, Packet Loss/ Jitter

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