Technical Support Engineer

Company Name VARITE India Private Limited About The Client An American multinational computer software company incorporated in Delaware and headquartered in San Jose California They specialize in software for creating and publishing a wide range of content including graphics photography illustration animation multimedia video motion pictures and print About The Job The Technical Support Engineer will provide support for the global client Commerce Cloud customer base Key elements of the role involve handling technical application and infrastructure issues and ensuring our customers are set-up for success You will take ownership of high priority customer issues while working with the extended client Support and Engineering teams Team members will be required to thoroughly solve and document customer cases to ensure effective problem and preventative case management The objective of this group is to create memorable customer experiences for our customers resulting in them being wildly successful using our products Essential Job Functions First point of contact for customer concerns relating to technical issues with the Magento E-commerce application Customer advocate and represent their needs with internal product and engineering teams Provide timely response resolution to technical product and cloud infrastructure inquires Provides resolutions within established Service Level Agreement Guidelines Trouble-shoot qualify cases before advancing it to engineering Answer questions regarding product functionality and usage Work high priority technical incidents and critical outages Product content creation KB articles whitepapers forum participation Provide knowledge transfer sessions to help reduce critical issues into client Qualifications 5 years of experience in an enterprise software or cloud support environment Excellent oral and written communication skills in English Strong knowledge of Linux command line Familiarity with Apache NGINX Redis DNS CDN and SSL Atleast 2 year understanding working experience with Magento Commerce Cloud is preferred Relational database skills Deep expertise in MySQL and database queries Familiarity with programming scripting languages such as Node js Perl Java and Python Understanding of modern web technologies and relationships between them Experience troubleshooting web application and performance issues Ability to analyze extrapolate issues via logs and other sources of information to p infrastructure and application teams a good starting point for in depth reviews Strong organizational and time management skills including multi-tasking and job duties Proficient in technical problem-solving methodologies Ability to adapt and change in a dynamic environment High patience and pacifying skill to handle difficult as well as escalated customers be able to effectively display Empathy helpfulness and transparency in interactions Available for on-call rotation work off hours holiday and weekend hours as required Understand the issue s business impact report top call generators severe issues ne emerging trends feature requests and common how- to questions How to Apply Interested candidates are encouraged to respond submit their updated resumes and for additional job opportunities please visit Unlock Rewards Refer Candidates and Earn If you re not available or interested in this opportunity please pass this along to anyone in your network who might be a good fit and interested in our open positions VARITE offers a Candidate Referral program where you ll receive a one-time referral bonus based on the following scale if the preferred candidate completes a three-month assignment with VARITE Experience Level Bonus Referral 0-2 years INR 5 000 2-6 years INR 7 500 6 years INR 10 000 About VARITE VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA UK CANADA and INDIA VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking Cloud Infrastructure Hardware and Software Digital Marketing and Media Solutions Clinical Diagnostics Utilities Gaming and Entertainment and Financial Services Equal Opportunity Employer VARITE is an equal opportunity employer We celebrate diversity and are committed to creating an inclusive environment for all employees We do not discriminate based on race color religion sex sexual orientation gender identity or expression national origin age marital status veteran status or Client ability status