Tier 2 Technical Support Engineer

2 days ago

Delhi, India myKaarma Full time
Title or Role:

Tier 2 Technical Support Engineer

Job Type:

Full-time, remote (Night Shift 8PM to 4AM)

Job Location:

Noida, India

Company OverviewHeadquartered in Long Beach, CA, myKaarma is an end-to-end SaaS customer interaction and workflow platform for franchise automotive dealership service lanes and fixed operations departments. myKaarma’s solution includes an integrated suite of scheduling, interaction, communication, and payment tools that drive efficiencies for dealer service lanes and improved experiences for vehicle owners. Our Company is composed of an ensemble of people that endeavor to streamline the service operations of automotive dealerships and make the customer experience frictionless and touchless. Challenging the status quo is part of our DNA.

Role DescriptionAt myKaarma we take customer service very seriously and we take pride in our crazy good support team.The end user initiates a support ticket by engaging with myKaarma's support team (Tier 1) via email, telephone, or chat.In cases where Tier 1 cannot resolve the issue, the matter is escalated to Tier 2 for further diagnostic analysis.The Tier 2 team is charged with identifying the root causes of issues and, depending on the nature of the issue, either recommending a workaround, rectifying the problem, or escalating it for inclusion in the engineering team's development pipeline.

ResponsibilitiesDiagnose tickets escalated by Tier 1 using but not limited to following avenues: scrutinizing application logs, analyzing business data and crawling through code.Collaboration with the Engineering team for solving higher priority issues, understanding implementation of new features or architecture changes to better support corresponding tickets.Collaboration with Product teams for higher priority issues as well as customer suggestions.Contribute to building internal software.

Skills and QualificationsRequired:Engineering degree.Ability to write and understand SQL queries.Ability to read and understand code in an object oriented language.Quick learner and willing to dive into new technologies and contexts.

Desirable expertise in:Competency in writing code in Java.Familiarity with SQL, NoSQL databases.Microservices, SpringBoot, RESTful APIs.

We OfferSmall and

Global

Engineering teamCompetitive

salaryNo-Limit Vacation policy: We

don’t count

your leaves and vacationsEquity

potentialA diverse, relaxed, results-oriented workplace with smart, friendly colleagues and a

ping-pong

tableUnlimited

snacks

:-)Fun

outings

Join myKaarma and become an integral part of our devoted team, unwaveringly dedicated to placing the customer at the forefront, thinking from the customer's perspective, and upholding the principles of the TPS to deliver outstanding technical support.

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