L2 Support Engineer

4 weeks ago


pune, India Screen Magic Mobile Media Pvt. Ltd. Full time

L2 Engineer - JD 2 to 3 years of hands on experience in either of Salesforce development/support or web application development/support Ready to learn cross functional technology Good team player and contributor Very good coordination, planning & management skills . Strong debugging skills Good communication - written and verbal Problems solving skills Prior experience in L1 customer support required Skill Sets (Either of the following) Salesforce dev/support Web application dev/support Apex Aura/lightning Javascript Salesforce admin knowledge JAVA / Python / PHP / Javascript / React  MySQL  Working knowledge of AWS Job Responsibilities Provide application/technical support to the internal team related to customer issues Be a single contact point for a product team to understand Customer issues at L2 level Responsible for Incident & problem management. Document the issue analysis - Debugging, RCA,  Timely escalation of sensitive or time consuming issues. Handle high-level escalations with maintaining priority even working under pressure Tackle conference calls with dis-satisfied customer & direct L1 support engineers or Partner developers to resolve the issues . Daily reporting of issues handled/resolved and escalation to manager Coordinate with team members and other teams for issue resolution Release hotfixes and patches as necessary for resolving the issue Create knowledge articles for reference Comply with defined SLA for issue resolution   Work Shift Timing Rotational shifts (each quarter) 1) 8AM to 5PM 2) 11AM to 8PM 3) 3PM to 12AM (Mid-night)   Powered by JazzHR


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