Application Support Engineer

2 days ago

Chennai, India Configit Full time

We are looking for a Software Support Engineer (Technical) for "Configit-India" team at Kedge Systems Private. Ltd., Chennai.

Configit is a CPQ software product firm from Denmark, with offices in US, UK and Germany.

The selected candidate will work for an international company following European work culture, getting an opportunity to work with customers from all around the world in a global #oneteam setup.

The position requires working in support shifts.

The support engineer is responsible for providing customers with expert-level technical assistance of Configits products. They conduct incident management and problem management activities relating to complex issues on both on-premise and cloud environments. They work as part of a multi-disciplinary Operations function and work with other departments to deliver exceptional customer support services according to SLAs and other contractual obligations.

Main Tasks

  • Incident management: Investigate, reproduce and resolve incidents reported by Configits customers; communicate with customers and internal stakeholders; performing analysis and troubleshooting activities involving log analysis, system, application network and database profiling
  • Problem management: finding root causes and identifying common and recurring problems; conducting post-incident analysis; reporting and tracking bugs
  • Continuous improvement: staying current with product versions, features and technologies through training and self-directed learning
  • Mentoring and supporting more junior support engineers, sharing knowledge and best practices to help develop competencies
  • Customer advocacy: understanding and representing the customers needs and feedback to internal teams

Competencies preferred

Experience (preferred):

  • Up to 2 years of experience in a customer focused technical support or operations role for a software vendor.
  • Collaborating and communicating with both development teams and customers
  • Bug reporting and tracking
  • Managing escalated customer cases
  • Facilitating and running meetings with customers.
  • Working in international teams
  • Knowledge sharing

Technical skills (essential):

  • Strong server and software administration knowledge (log analysis, network analytics, system and application profiling, application configuration)
  • Experience with Microsoft Azure Cloud services
  • Experienced in profiling, tracing and analysing the performance of enterprise applications.
  • ITIL certified.

Personal Qualities:

  • High quality communicator in English (written and verbal)
  • Patient and empathetic
  • Methodical, with excellent problem-solving abilities and a keen attention to detail
  • Adaptable and resilient
  • Technically minded with the desire to stay current with technology and best practices and eager to share knowledge.
  • Customer focused.
  • Stays calm under pressure and has great time management skills.

Other desirable factors:

  • Conducted post-incident reviews and analysis
  • Contributed to a company's knowledge base
  • Experience with mentoring/ training colleagues
  • Worked to SLAs
  • Administrated databases
  • Scripted SQL
  • Familiar with virtualization platforms and PaaS
  • Able to read C# and JavaScript
  • Worked in a swarming support model.

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