Support Engineer

2 weeks ago

Pune, India Acoustic Full time
Our Engineering Support team is an elite group of :10 people located all over the globe. The team resolves about 200 tickets per month for clients and internal users.Your Role:You'll provide product and backend technical support using your proven technical expertise to analyze, troubleshoot, and resolve issues.Collaborate with teammates and other teams when needed to find solutions to externally and internally reported casesUtilize email, chat, and other support channels to communicateRespond to, resolve and document all incoming cases via ticketing system.Escalate cases promptly to internal teams as required

Key Responsibilities:Review/Read log and engage in action requiredTroubleshoot the Production Environment in order to find solutions to externally and internally reported cases pertaining to our software product and our infrastructure. (Databases, application, memory usage, processing, etc).Develop deep technical understanding and become certified on Acoustic software products, including Connect, Tealeaf, Campaign, and InsightsWrite and run moderately complex queriesDocument software defects and escalate to the appropriate Engineering SquadDocument all solutions or update existing solutions with new information in Team Confluence roomAssist with other reasonable duties as may be required being adaptable to ever-changing business needs

In general, you will work regular business hours, Monday through Friday. However, we provide customer support 24x7, so you will be expected, from time to time, to participate in an on-call rotation that will include holidays, after-hours and weekends.Requirements4+ years of technical support experience in an enterprise software company; supporting external customers; web applications or analytics software strongly preferred5+ years of SQL experience and proficiencyKnowledge of and/or background in HTML, APIs, Java, XML, basic networking, and database concepts (such as Oracle and/or AWS)Knowledge of and/or background with databases, preferably Oracle and/or AWS with the ability to write SQL queriesUnderstanding of how web systems work (physical, logical, hardware, software) and how to support themUnderstanding of how the different components in a web system fit together and affect each otherBasic understanding of UNIX commands for searching logs and configuration files on the serverExperience with Redis, Kafka, Mongo, JIRA, Logstash, Confluence and Data DogExperience with environment configurationInfrastructure troubleshooting experienceWell developed ability to research and troubleshoot technical issues timelyExtremely proactive and takes ownership for producing positive resultsVery good communication skillsSelf-reliance and the ability to work independently with minimal supervisionAbility to take initiative autonomously to search out solutionsA team-playerCreatively solve problems

Strong Plus:A bachelor's degree in Mathematics, Computer Science, Electrical Engineering or equivalent related fieldCoding skills in any language, ideally JavaExperience (and/or interest) in mobile technologies and concepts, such as Android/iOS applications, push notifications, SMSExperience with AWS, KubernetesExperience (and/or interest) in email and online marketing technologies.Second or third-line (tier 2 or 3) support experienceExperience in digital marketing and web analytics

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