Application Support Engineer I

1 month ago

Delhi, India Smarsh Full time
Who are we?

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 0 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in + communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 0 list of fastest-growing American companies since 8.

About the Team

Event Team is basically responsible for monitoring the alerts, validating them, creating tickets and perform basic/advanced level troubleshooting to ensure that the issue is fixed. We are a /7 process, where in we have 2 shifts in the India region and 1 shift which the US team handles. The team is also responsible for handling calls and emails hence excellent communication skills is essential. We work primarily on a Linux server; hence Linux SQL is the basic requirement.Roles & Responsibilities

Proactively monitor, validate and troubleshoot internally raised system and application related issues through the inbuilt monitoring platform.Adhere to SLAs for support coverage to ensure initial response and timely resolution for customer issues via phone and/or E-mail.Handling planned/unplanned system & application Health checks to ensure smooth and seamless functioning of the product/applications.Flexible to work in staggered shifts including one of the weekends ( either a Saturday or Sunday)Flexible to work on a rotating basis between morning and afternoon shifts depending on the requirement.( Specific to India region)Identifying monitoring gaps within the product and suggesting ways to bridge the gap or improve the existing alerting so as to proactively catch hold of any unforeseen events.Vetting/analyzing newly created alerts before moving them to production by means of assessing noise, alert logic, alert description and behaviour.Develop knowledge around the monitoring platform to better fine tune alerts that are in production.Provide guidance, training and assistance to team members for dealing with internal and external escalations.Identify patterns of recurring issues and work towards reducing the recurrence by fixing it on the product side or monitoring side.Keeping tab of issues that are being escalated to the next level and work towards documenting SOPs that will help the team deal with those issues internally.Ensuring deployment of updated monitoring scripts across the board in a time bound manner.Develop broad expertise for multiple assigned products to maximize first contact resolution.Focus on delivery of quality service to customers and partners to drive high levels of customer satisfaction and long-term loyalty.Effectively manage/triage issues to ensure timely customer status updates and ultimate resolution.Log and track cases maintaining detailed documentation of all interactions and statuses throughout the lifecycle of issue.Capture, reuse and share knowledge using KCS (Knowledge-Centered Service) practices as Contributor or Publisher. May include KCS Coach role.Advocate for product, policy and process improvements that improve the customer experience.Collaborate closely with cross-functional teams to resolve issues and fulfil customer needs.Other duties as assigned

Required Experience/Skills

Passion for helping customers succeed.Excellent verbal, written and interpersonal communication skills.Strong diagnosis and problem-solving abilities.Strong knowledge on Linux and application supportTime management and critical thinking skills.Proficient in using CRM business systems, Microsoft business applications and related support platforms.

Education and Experience

Bachelor’s in computer science, Information Systems, or equivalent work experience or certifications.Minimum of 4-6 years in a support delivery roleIT, networking, or SaaS application support experience highly desiredAbout our culture

Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Best Places to Work Awards. Come join us and find out what the best work of your career looks like.

  • Structural Analysis Engineer

    2 weeks ago

    Delhi, India Illumine-i Full time

    With campuses in Austin & Chennai, Illumine Industries Pvt. Ltd. (Illumine-i) is a young multinational firm engineering sustainable living solutions. We are a team of Engineers and creative thinkers, working towards the development of renewable power plants, energy-efficient buildings with competent construction methodologies, clean transportation, and...

  • Structural Analysis Engineer

    2 weeks ago

    delhi, India Illumine-i Full time

    With campuses in Austin & Chennai, Illumine Industries Pvt. Ltd. (Illumine-i) is a young multinational firm engineering sustainable living solutions. We are a team of Engineers and creative thinkers, working towards the development of renewable power plants, energy-efficient buildings with competent construction methodologies, clean transportation, and...

  • Lead MEP Design Engineer

    2 weeks ago

    delhi, India Illumine-i Full time

    The Big PictureAs an MEP Design Engineer at Illumine-i, you will be engaged in all facets of building environmental engineering, encompassing sketches, design, specifications, and drawing production. Illumine-i is actively seeking an experienced, creative, and highly motivated MEP Engineer for immediate employment in Chennai to support the MEP team with...

  • Software Applications Support Engineer

    5 hours ago

    Delhi NCR, India ARAHAS TECHNOLOGIES PRIVATE LIMITED Full time

    Software Application Support Engineer with 4+ Years of ExperienceLooking for candidates who are immediate joiners Core Competencies:- Proficient with MS Office and database systems including SQL Server and Oracle.- Working knowledge of email systems, computer hardware, and peripherals.- Expertise in eOffice rollout, user training, and system support.-...

  • Application Support Engineer

    5 days ago

    New Delhi, Delhi, India Bechtel Full time

    Requisition ID: 275959 Relocation Authorized: National - Family Telework Type: Full-Time Office/Project Work Location: Various Bechtel Project Locations Company Overview: Since 1898, we have helped customers complete more than 25,000 projects in 160 countries on all seven continents that have created jobs, grown economies, improved the resiliency of the...

  • Application Support Engineer

    3 weeks ago

    Delhi, India Movegistics Full time

    Company DescriptionMovegistics, a division of Netensity, is a cloud-based software automation platform designed for the moving industry. We aim to help moving companies achieve amazing results quickly by utilizing our Movegistics CRM platform, the only complete, cloud-based CRM software in the industry powered by mobile apps. We understand the challenges...

  • Technical Support Consultant

    4 weeks ago

    Delhi, India ACDI - Access Control Devices, Inc. Full time

    Job DescriptionTechnical Support Consultants I @ ACDIHere at ACDI, our Technical Support Consultants I (TSC I) help deliver support services to our clients that optimize business value from our core products at ACDI.The Technical Support Consultant I will be involved in post-sales support engagements to provide ongoing technical and customer support for our...

  • Senior Application Support Engineer

    1 week ago

    Delhi, India CrimsonLogic Pte Ltd Full time

    Responsibilities:Provide advanced technical support for specific applications/systems, serving as the escalation point for complex issues from L1 support.Analyze and troubleshoot intricate technical problems, conduct in-depth root cause analysis and implementingeffective solutions or bug fixes toensure optimal system performance.Collaborate closely with L1...

  • Senior Application Support Engineer

    1 week ago

    delhi, India CrimsonLogic Pte Ltd Full time

    Responsibilities:Provide advanced technical support for specific applications/systems, serving as the escalation point for complex issues from L1 support.Analyze and troubleshoot intricate technical problems, conduct in-depth root cause analysis and implementing effective solutions or bug fixes to ensure optimal system performance.Collaborate closely with...

  • Application Support

    3 days ago

    New Delhi, India Ontrack HR Services Pvt LTD Full time

    Responsible to support the Sales department in providing a technically optimisedsolution to the customer by understanding customer’s requirements, site conditionsand market conditions also drive sales end to end in mining and mineral processingindustriesProvide technical guidance and support to customers onequipment selection, configuration, and...

  • Technical Application Support Specialist

    7 days ago

    Delhi, India Canibuild Au Pty Ltd Full time

    Canibuild, dramatically improves how the residential construction industry designs, approves, and sells what they are building, by automating and significantly enhancing their design, approval, and sales process.Answering their first critical question, can I build this on this plot of land within minutes instead of weeks!We are an ultra-fast growing SaaS...

  • Application Support

    3 days ago

    New Delhi, India Ontrack HR Services Pvt LTD Full time

    Job DescriptionResponsible to support the Sales department in providing a technically optimisedsolution to the customer by understanding customer’s requirements, site conditionsand market conditions also drive sales end to end in mining and mineral processingindustriesProvide technical guidance and support to customers onequipment selection, configuration,...

  • Software Engineer I

    1 week ago

    Delhi, India Tekwissen India Full time

    OverviewTekWissen Group is a workforce management provider operating throughout India and several other countries worldwide. The client below is a leading technology company offering a range of IT solutions to businesses and organizations, enabling them to transform their digital futuresPosition: Software Engineer ILocation: BangaloreDuration: 24 MonthsJob...

  • L2 Application Support Engineer

    4 days ago

    Delhi, India PSC Biotech Full time

    Job DescriptionPSC Software®’s ACE® platform is a revolutionary electronic Quality Management System (eQMS), electronic Document Management System (eDMS), Learning Management System (LMS), and Inspection Management System. The ACE® platform is designed to streamline and simplify complex business processes. With its highly configurable, workflow-based...

  • ▷ (25/05/2024) Operations Specialist

    7 days ago

    Delhi, India Data Engineer Academy Full time

    Job Title: Operations AnalystLocation : RemoteCompany Overview:Data Engineering Academy is a pioneering force in data engineering education, founded by FAANG data engineers with extensive industry expertise. Our platform provides comprehensive programs tailored to empower aspiring data engineers, equipping them with the skills and confidence necessary to...

  • Software Engineer I

    2 weeks ago

    Delhi, India Tekwissen India Full time

    OverviewTekWissen Group is a workforce management provider operating throughout India and several other countries worldwide. The client below is a leading technology company offering a range of IT solutions to businesses and organizations, enabling them to transform their digital futuresPosition: Software Engineer I- ITLocation: BangaloreDuration: 3...

  • Operations Specialist

    6 days ago

    Delhi, India Data Engineer Academy Full time

    Job Title: Operations AnalystLocation : RemoteCompany Overview:Data Engineering Academy is a pioneering force in data engineering education, founded by FAANG data engineers with extensive industry expertise. Our platform provides comprehensive programs tailored to empower aspiring data engineers, equipping them with the skills and confidence necessary to...

  • Operations Specialist

    7 days ago

    Delhi, India Data Engineer Academy Full time

    Job Title: Operations AnalystLocation : RemoteCompany Overview:Data Engineering Academy is a pioneering force in data engineering education, founded by FAANG data engineers with extensive industry expertise. Our platform provides comprehensive programs tailored to empower aspiring data engineers, equipping them with the skills and confidence necessary to...

  • IT Application Support Engineer, Java

    1 week ago

    Delhi, India Agensi Pekerjaan BTC Sdn Bhd Full time

    Job DescriptionOpen Position: IT Application Support Engineer, Java (MNC Company)An MNC Company is looking for IT Application Support Engineer, Java to join the team and be based in Kuala Lumpur office.Key responsibilities include:Involved in providing Level 2 & 3 Application Software Support covering Java applicationsGood experience in diagnosing,...

  • Customer Acquisition Manager

    2 weeks ago

    delhi, India Illumine-i Full time

    At Illumine-i, we're not just another digital engineering company. We're on a mission to make sustainability accessible and convenient. We recognize the pressing need for sustainable living and understand that it shouldn't mean sacrificing modern conveniences. Instead, we believe that sustainability and technology can go hand in hand to create a brighter,...