Torry Harris Business Solutions

4 weeks ago

Bangalore, India Torry Harris Business Solutions Full time

Introduction :

Torry Harris, a global leader in digital transformation and integration solutions, is seeking a skilled and motivated Ab Initio Support Engineer to join our dynamic team. As an Ab Initio Support Engineer, you will play a crucial role in providing world-class customer support and maintaining the integrity of our enterprise data integration software.

Responsibilities :

1. Provide technical support: Act as the primary point of contact for all customer issues related to Ab Initio software. Respond to customer inquiries promptly and efficiently, troubleshoot and resolve technical problems, and provide detailed and accurate solutions.

2. Issue identification and resolution: Conduct thorough analysis and troubleshooting of software issues reported by customers or encountered internally. Identify root causes by utilizing diagnostic tools and techniques, and develop effective resolutions within agreed service level agreements (SLAs).

3. Documentation and reporting: Accurately document and maintain a log of customer support requests, resolutions, and troubleshooting steps. Create detailed technical reports, including root cause analysis, bug identification, and resolution updates. Provide regular updates to the team lead and stakeholders on the progress of ongoing support cases.

4. Collaboration and knowledge sharing: Collaborate with cross-functional teams to share knowledge, troubleshoot complex issues, and improve support processes. Actively participate in knowledge sharing activities within the organization and contribute to the company's knowledge base.

5. Training and mentoring: Provide training and guidance to customers and internal teams to promote efficient utilization of Ab Initio software. Conduct workshops or webinars to educate users on new features, best practices, and troubleshooting techniques.

6. Escalation management: Escalate critical issues to the appropriate teams within Torry Harris when necessary, ensuring timely resolution and customer satisfaction. Effectively manage customer expectations by providing regular updates on issue resolution progress.

7. Stay up-to-date with product enhancements: Keep abreast of new features, updates, and enhancements in the Ab Initio software suite. Continuously develop a deep understanding of its capabilities and technical requirements to effectively provide support and guidance to customers.

Qualifications :

1. Education : Bachelor's or higher degree in Computer Science, Information Technology, or related field.

2. Technical skills : Proficiency in Ab Initio GDE (Graphical Development Environment) and EME (Enterprise Metadata Environment) is mandatory. Strong knowledge of Unix/Linux environments, shell scripting, SQL, and data warehousing concepts will be an added advantage.

3. Experience : Minimum 2 years of experience in a technical support role or related field with exposure to Ab Initio technology stack and troubleshooting methodologies. Experience in customer-facing roles, providing support via email, phone, or chat is highly desired.

4. Analytical and problem-solving abilities: Strong analytical mindset and problem-solving skills to identify and resolve technical issues efficiently. Ability to analyze and interpret log files, data transformations, and error messages to troubleshoot complex problems.

5. Communication and interpersonal skills: Excellent written and verbal communication skills with the ability to communicate complex technical concepts clearly and concisely. Demonstrated ability to build relationships with customers, understand their needs, and provide outstanding customer service.

6. Time management and organizational skills: Ability to prioritize tasks, work in a fast-paced environment, and effectively manage multiple support cases simultaneously. Strong attention to detail and the ability to meet tight deadlines without compromising quality.

7. Certifications: Any relevant certifications related to Ab Initio software, such as Ab Initio CoOperating System or Ab Initio Metadata Hub, are a plus.

Conclusion :

Joining Torry Harris as an Ab Initio Support Engineer offers an exciting opportunity to work with a global leader in digital transformation. You will have the chance to sharpen your technical skills, build relationships with customers, and contribute to the success of enterprise data integration projects.

If you are passionate about providing exceptional customer support and excel in troubleshooting complex technical issues, we invite you to apply and become an integral part of our talented team at Torry Harris.

(ref:hirist.tech)

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