Production Support Engineer

1 month ago

Hyderabad, India Gaian Solutions India Pvt. Ltd Full time

The Role :

Key Responsibilities :

- Taking ownership of customer issues reported and seeing problems through to resolution

- Understand, interpret, reproduce, and diagnose issues reported by the customers.

- Researching, troubleshooting and identifying solutions to resolve product issues

- Should be able to handle voice calls, emails and online web sessions with the customer as part of technical troubleshooting

- Should exhibit patience and empathy while working with customer with an aim to drive positive customer experience

- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

- Following standard procedures for submitting tickets to the engineering team for further investigation of unresolved issues

- Contributing actively towards knowledge base articles

- Adherence to strict SLA's

- Ready to work in early morning, general and afternoon shifts, including weekends, on rotation basis

- Should demonstrate an aptitude and appetite for learning newer technologies while expanding on the core knowledge

- The engineer should be available to work in the late evening shift (4pm - 1am) if required.

Requirements Primary skills :

Strong technical knowledge on :


- Cloud Technologies - AWS, Azure etc.

- Databases - SQL, Oracle, MySQL etc.

- Operating Systems - Linux, Windows etc.

- Networking - Basic networking concepts and troubleshooting

- Programming knowledge - Java, Python (Desirable, not a must has)


- Prior experience with REST and SOAP calls.

- Excellent communication skills - English written and verbal

- HTTP technology and principles, including REST and SOAP principles (Required)

- JSON & XML Data formats (required)

- Javascript Regular Expression (Good to have)

- Good understanding of networking protocols and applications (TCP/IP, proxies, load balancing, firewalls, etc.) (Required)

- Working knowledge of database technologies and SQL (Required)

- In-depth familiarity of Linux (Required) (advanced user; sysadmin experience a bonus, but not required)

- Strong analytical and logical reasoning for technical troubleshooting

- Ability to collaborate with cross-functional teams - Dev, QA, Infrastructure teams etc.

- Should be a team player who keeps team's success before individual achievements

- Knowledge on data integration (Informatica/Mulesoft))

(ref:hirist.tech)

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