Technical Support Engineer

3 days ago

bangalore, India PNR Software Solutions Full time

Responsibilities


  • Acknowledge, evaluate, probe and provide first response to all customer queries
  • Investigate on Level one queries and provide resolution to the customer
  • Recreate the issue raised by the customer in the test environment and provide solution to the customer and document the solution
  • Raise engineering Jira ticket where ever necessary
  • Stay up-to-date with Aquera products and solutions
  • Create knowledge base articles based on the solutions provided to the customer
  • Engage with cross functional teams to discuss and resolve customer queries
  • Post-deployment to production conduct periodic customer health-checks. Proactively monitor the run time alerts and take necessary actions to fix the issues accordingly.
  • You will prepare and educate customers on new features and releases.
  • Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
  • Escalate L2 & L3 issues appropriately
  • Establish the root cause of application errors and escalate serious concerns to the Senior Engineer.
  • Willing to work in 24/7 support shifts (on a rotation basis) and weekends



Required Skills


  • Bachelor's degree in software engineering, computer science, information technology, information systems, computer engineering, or similar.
  • Exhibit a strong sense of urgency for high severity incidents
  • Exceptional ability to prioritize and diagnose IT problems
  • A passion for finding the root cause of problems, even when the process is tedious
  • Awareness of, and ability to reason about, modern software & systems architectures, including load-balancing, queueing, caching, distributed systems failure modes generally, microservices, and more.
  • Strong customer relationship skills, Giving your customers more than they expect will surprise and delight them.
  • Experience in authentication and authorization OAuth, OpenID, and SAML protocols,
  • Good understanding of authentication and authorization, SCIM.
  • Experience in ticketing tools Zendesk, JIRA,
  • Experience on Okta, SailPoint (IIQ, Identity Now), AZURE, Oracle IDCS & other identity providers is a plus.





Nice to have skills


  • Experience in AWS tools, CloudWatch Monitoring.
  • Proven experience in the implementation/technical support in identity, authentication, access management, and system integration software solutions
  • Ability to translate business needs into requirements, design documents, and technical solutions.
  • Well-developed interpersonal, written, and verbal communication.
  • 1+ years of enterprise-wide experience in the identity & access management domain
  • 1+ years of working with production environments, supporting operational issues


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