Software Technical Support Engineer

3 weeks ago

Chennai, Tamil Nadu, India Configit Full time
We are urgently looking for a Software Support Engineer (Technical) for "Configit-India" team at Kedge Systems Private. Ltd., Chennai
A candidate with Microsoft platform support/troubleshooting experience (.Net/Azure) is ideal.

Configit is a CPQ software product firm from Denmark, with offices in US, UK and Germany.

The selected candidate will work for an international company following European work culture, getting an opportunity to work with customers from all around the world in a global #oneteam setup.

The position requires working in support shifts.

The support engineer is responsible for providing customers with expert-level technical assistance of Configit's products. They conduct incident management and problem management activities relating to complex issues on both on-premise and cloud environments. They work as part of a multi-disciplinary Operations function and work with other departments to deliver exceptional customer support services according to SLAs and other contractual obligations.

Main Tasks
Incident management:

Investigate, reproduce and resolve incidents reported by Configit's customers; communicate with customers and internal stakeholders; performing analysis and troubleshooting activities involving log analysis, system, application network and database profiling
Problem management:

finding root causes and identifying common and recurring problems; conducting post-incident analysis; reporting and tracking bugs
Continuous improvement:

staying current with product versions, features and technologies through training and self-directed learning
Mentoring and supporting

more junior support engineers, sharing knowledge and best practices to help develop competencies
Customer advocacy:

understanding and representing the customers' needs and feedback to internal teams

Competencies preferred
Experience (preferred):
Up to 2 years of experience in a customer focused technical support or operations role for a software vendor.
Collaborating and communicating with both development teams and customers
Bug reporting and tracking
Managing escalated customer cases
Facilitating and running meetings with customers.
Working in international teams
Knowledge sharing

Technical skills (essential):
Strong server and software administration knowledge (log analysis, network analytics, system and application profiling, application configuration)
Experience with Microsoft Azure Cloud services
Experienced in profiling, tracing and analysing the performance of enterprise applications.
ITIL certified.

Personal Qualities:
High quality communicator in English (written and verbal)
Patient and empathetic
Methodical, with excellent problem-solving abilities and a keen attention to detail
Adaptable and resilient
Technically minded with the desire to stay current with technology and best practices and eager to share knowledge.
Customer focused.
Stays calm under pressure and has great time management skills.

Other desirable factors:
Conducted post-incident reviews and analysis
Contributed to a company's knowledge base
Experience with mentoring/ training colleagues
Worked to SLAs
Administrated databases
Scripted SQL
Familiar with virtualization platforms and PaaS
Able to read C# and JavaScript
Worked in a swarming support model.

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