Advanced Technical Support Engineer
3 weeks ago
Advanced Technical Support Engineer
This role is Office Based
GCS – Advance ProductSupport Engineer (L2)
The Advance ProductSupport Engineer is part of the Global Customer Support Team. Advanced Product SupportEngineer serve as product and technical expert providing advanced technicalsupport across Cornerstone OnDemand’s suite of enterprise applications. TheAdvanced Technical Support Engineer conducts thorough research and testing whenspecific product behaviours are challenged by clients and employees,articulately explains designed behaviours, acts as a champion for enhancementswhen appropriate, mentors junior team members, serves as a point of escalationand works closely with technology teams. They must also be able to communicateeffectively with clients and internal stakeholders to ensure that CornerstoneOnDemand fulfils its commitment to providing world-class support and service. Thisposition requires a hands-on individual, who can passionately and patientlyeducate our clients on, how our product is designed to work, and excels in problemsolving skills, has eagerness to learn and brings customer centric mindset.
In this role you will…
Perform troubleshooting work using available knowledge resources.
Replicate customer problems to isolate root cause and devise solution.
Handle all types of customer and business situations: assessing severity and impact, escalating to management when appropriate.
Clearly articulate to customers and CSOD management a problem definition and a resolution plan.
Ensure proper, timely, and ongoing follow-up on assigned cases to ensure service level agreements (SLA) are met and client satisfaction is high (CSAT).
Partner with Cloud Operations and Engineering to solve system and software defects.
Follow work on hand prioritization while dealing with cases carrying high customer impact and deliver time bound resolution in line with customer expectations.
Gain and maintain deep technical expertise across Cornerstone OnDemand’s enterprise product suite to accurately respond to product behaviour questions and challenge.
Active contribution towards Knowledge base and forums/channels.
Mentor, coach and/or train frontline engineers (Tier 1) as part of knowledge transfer process.
Regularly review product specs and participate in the testing of new features or code fixes and support the creation of accurate documentation for client us.
Perform occasional after-hours/weekend on call duty periodically to support 24x7 operation.
Consistently deliver aligning with set goals and beyond.
Collaborate with team members from all around the world.
Consideration of privacy and security obligation.
You've got what it takes if you have…
Bachelor’s degree in computer science or equivalent with 5+ years of technical support experience client facing IT role in an enterprise-level (B2B) environment providing Software as a Service (SaaS) product offerings in the cloud.
Ability to grasp complex, technical system workflows, to understand cause and effect for actions taken in a business process or software system. This skill is critical to troubleshooting issues to distinguish between user error and actual system defect.
Experience in network diagnostic tools like Fiddler or Chrome/Firefox developer tool.
Highly organized with understanding of processes, SLA's and tools used in product support ecosystem.
Ability to accurately document and concisely articulate system behaviours, issues, workflows and/or functionality for a variety of audiences ranging from basic users to technical team (Knowledge Base/Articles).
Superior written and verbal communication skills.
Customer centric mindset, with passion for helping customers and providing excellent customer service.
Positive Attitude with ability to thinking out of the box.
Patient, Organized, Composed and Good Listener, thoughtfully responding to any situation.
Strong analytical and problem-solving skills.
Strong team player promoting and influencing positive team spirit towards inclusive success.
Ability to mentor and coach new/junior team members.
The role requires working in 24x7 environment (mostly US shifts).
Location – Pune MH (on-site)
Good to Have
Experience with one or more of the following: programming languages, relational databases, HTML/content development.
Experience with Unix/Linux and Windows OS.
Experience with enterprise HR software products
#LI-Onsite
-
Technical Support Engineer
2 weeks ago
india UE SYSTEMS Full timeThe ideal candidate will be responsible for training and supporting our technology products to implement and to resolve our customers' technical issues. You will support the customer by acting as the liaison between the customer and internal sales team. Your ability to work in complex networking environment will also make you an ideal candidate. ...
-
Technical Support Engineering
2 days ago
india Microsoft Full timeOverview With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and...
-
india AEONOVATECH PRIVATE LIMITED Full timeExperience Requirement:- Minimum 7 years of experience in leading Teamcenter Level 3 (L3) support, with hands-on expertise in integration solutions, BMIDE, ITK customization, and SOA.Role Overview: As a Teamcenter Lead specializing in Level 3 (L3) support, you will be responsible for providing advanced technical support and guidance to resolve complex...
-
Technical Support Engineer
2 weeks ago
india Progress Residential® Full timeMicrosoft TeamsOverview: We're in search of a seasoned and customer focused Technical Support Engineer to bolster our team. The ideal candidate will excel in providing technical aid and guidance to our internal users concerning hardware, software, and other computer systems. This role entails troubleshooting issues, executing repairs, and implementing...
-
Senior Technical Support Engineer
3 weeks ago
india Devlats Pvt Ltd Full timeAbout the job :Responsibilities :- Engage in technical troubleshooting and problem resolution.- Analyze UI code (mobile or portal) and backend services (Node JS, Python, etc.).- Create DT synthetics, SPLUNK-based monitoring, Tealeaf monitors and reports, and perform advanced SPLUNK querying.- Investigate technical issues impacting databases, caching,...
-
Senior Technical Support Engineer
5 days ago
india Niagara Networks Full timeCompany Description Niagara Networks is a Silicon Valley-based company that specializes in the Open Visibility Platform™ for network security. Our solutions provide NetOps and SecOps teams with agile and efficient administration of multiple security tools and platforms while reducing operational expenses and downtime. We offer high-performance,...
-
Technical Support Engineer
1 week ago
india Grorapid labs Full timeProduct Support - Technical Support EngineerRole & Responsibilities :- Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.- Regular and proactive follow-ups with customers with recommendations, workarounds, updates, and action plans.- Log software defects using a bug tracking system and work closely with software developers...
-
Technical Support Engineer
1 month ago
india Pinerium Full timeJob Description We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs. Providing technical support service to our customers remotely and on site Improves system...
-
Technical Safety Engineer
3 weeks ago
india Mar Recruitment & Consulting Full timeJob Description Company from the Oil & Gas industry is looking for a Technical Safety Engineer for Saudi Arabia.The Technical Safety Engineer, with experience in Risk Analysis and in RAM studies (preferred, but not strictly required), will support in the execution and/or coordination of the risk assessments and consequences analysis within the technical...
-
Technical support
2 days ago
india Xavier Electronics Full timeJob Description IT technical support officers monitor and maintain the computer systems and networks of an organisation. You could be installing and configuring computer systems, diagnosing hardware and software faults and solve technical and applications problems, either over the phone or in person. Depending on the size of the organisation, working as a...
-
Technical Support Lead
2 weeks ago
india People Squad Full timeJob Description Our client is a British technology company and is on a mission to protect and save lives by making innovative home safety products which are simple and accessible. They aim to revolutionise the way business is conducted in its chosen business segments. The business is a leading provider of smoke, heat and carbon monoxide detectors to the...
-
Technical Support Engineer
2 weeks ago
Hyderabad/Chennai/Delhi/Mumbai/Pune/Kolkata/Anywhere in India/Multiple Locations Crossover Full timeAbout the Role :- We are seeking a highly skilled and innovative Technical Support Engineer to join our team and play a key role in shaping the future of our customer support operations.- You will leverage your expertise in telecommunications and your understanding of AI tools to design, implement, and utilize AI-powered systems that enhance efficiency and...
-
Technical Support Engineer
5 days ago
india Rapido Full timeAbout Rapido We are India’s largest bike-taxi platform, steadily venturing into Auto, Delivery, Cab, Rental, and more. Currently, present in ~100 cities, we are growing close to ~50% year-on-year with steady funding. We have changed the concept of intra-city travel and made last-mile connectivity affordable to all. Along with being the #1 choice of 40...
-
IT Support Engineer
2 weeks ago
india Excis Compliance ltd Full timeJob Description Installing and configuring client computer systems.Responding to client IT support requests.Meeting with clients to diagnose software, networking, or hardware issues.Providing technical support on-site or via remote-access systems.Offering solutions that meet the needs of the client.Repairing hardware malfunctions, software issues, and...
-
Cyber Security Technical Support Engineer
1 week ago
india Minutes to Seconds Pty Ltd Full timeJob Description About the jobAt Minutes to Seconds, we match people having great skills with tailor-fitted jobs to achieve well-deserved success. We know how to match people to the right job roles to create that perfect fit. This changes the dynamics of business success and catalyzes the growth of individuals. Our aim is to provide both our candidates and...
-
VoIP Technical Support Engineer
1 month ago
india Snaphunt Full timeThe Offer Join a well known brand within Telecommunications Excellent career development opportunities Flexible working options The Job You will be responsible for: You will work with and have the full support of 1st and 2nd line support teams at Cisco and Open Reach UK further enhancing your skills as you work within our team learning about and...
-
Operations Specialist
4 days ago
India Data Engineer Academy Full timeJob Title: Operations Analyst Location : RemoteCompany Overview:Data Engineering Academy is a pioneering force in data engineering education, founded by FAANG data engineers with extensive industry expertise. Our platform provides comprehensive programs tailored to empower aspiring data engineers, equipping them with the skills and confidence necessary to...
-
Operations Specialist
3 days ago
india Data Engineer Academy Full timeJob Title: Operations Analyst Location : Remote Company Overview: Data Engineering Academy is a pioneering force in data engineering education, founded by FAANG data engineers with extensive industry expertise. Our platform provides comprehensive programs tailored to empower aspiring data engineers, equipping them with the skills and confidence necessary...
-
Operations Specialist
2 days ago
india Data Engineer Academy Full timeJob Title: Operations Analyst Location : Remote Company Overview: Data Engineering Academy is a pioneering force in data engineering education, founded by FAANG data engineers with extensive industry expertise. Our platform provides comprehensive programs tailored to empower aspiring data engineers, equipping them with the skills and confidence necessary...
-
Technical Support Engineer
3 weeks ago
india Gethyr Full timeA Technical Support Engineer serves as an expert for our product, VWO, and associated web technologies.This is a high-profile customer-facing technical role to find solutions to issues faced by customers with our products and help them work through technical difficulties.The Support Engineer is the technical interface between our customers and VWO's...