Technical Support Engineer

4 days ago

hyderabad, India Kofax Full time
Job Level

Mid Career

Job Title

Technical Support Engineer

About the company:

Tungsten Automation has been at the forefront of digital workflow transformation for nearly four decades. We proudly stand as the trusted global leader in intelligent automation, providing businesses with robust solutions to automate their processes.

We helped businesses transition from paper-based processing to automated data entry, enabling document management, and enhancing their operations. Over the years, we have evolved into a trusted global leader in intelligent automation, providing businesses with the capabilities needed to automate their most critical content- and data-intensive workflows.

Today, our cloud-first Gen-AI powered workflow automation solutions are significantly improving efficiency and reducing costs for many of the world’s largest companies.

Job Purpose:

The Technical Support Engineer is responsible for providing business critical technical support to partners, highly skilled customers, IT and functional staff, including Database Administrators, System Administrators, IT Managers and Directors, line-of-business Managers and Financial Controllers. In addition, the position requires frequent interaction with Product Development and Consulting Services, to deliver complete, comprehensive solutions and constant software and process improvement. In the role of Technical Support Engineer, you will be providing telephone and/or Web based support for Tungsten Automation Corporation products.

The role requires the work to be performed on shifts between 09-18 EEST, 10-19 EEST, 12-21 EEST or 15-24 EEST, one shift per month, rotation on monthly basis.

Key Responsibilities:

·Take ownership of customer issues and see problems through to resolution and provide enterprise level technical support to our customers via phone, web, and email and other support channels as required.

·Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.

Manage response and resolution within the agreed SLA according to the Customer Specifics and request severity level. Provide prompt and accurate feedback to customers. Effectively communicate complex technical issues to a broad range of customers and departments within Tungsten Automation Corporation, such as product management, software engineering, sales, and quality assurance. Mentor and provided advice to Associate Technical Support Engineers and other Technical Support Engineers as needed. Take issues elevated from Associate Technical Support Engineers as needed and directed by management. Elevate customer issues to senior support engineers as needed, providing detail description of problems along with steps taken to analyse the problem. Use approved protocol to communicate with Development engineers on the analysis of software issues. Elevate hot fix requests to support managers for processing based on approved protocol. Participate in regular support team meetings. Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents. Prepare test systems for replication of user issues.

While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.

Qualifications:

·Evidence of a good standard of education – Degree, Baccalaureate or equivalent in in computer science, computer information systems.

·Optional: Relevant experience may be considered in lieu of above requirements.

·Proven working experience in enterprise technical support, IT support or as a customer support professional.

·Resourceful team player with strong interpersonal skills.

·Result-oriented with strong problem-solving skills.

·Strong problem-solving skills and Excellent client-facing skills.

Skills and Knowledge Required:

·Knowledge of invoicing/accounting packages.

·Data transfer protocols – AS2 (Applicability Statement 2), SFTP (SSH File Transfer Protocol), FTP (File Transfer Protocol), EDI etc.

·SQL

·Oracle

·Windows Server Operating Systems

·Load Balancing

·Microsoft (Office) 365

·Salesforce Service Cloud

·Proprietary Software Support

Working Conditions

Work is performed in a normal office setting with minimal exposure to health or safety time is spent working on a computer. We design our own flexible working model by combining working from home with few office collaboration days.

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