Mobile Application Support Engineer

4 weeks ago

Faridabad, India Themesoft Inc. Full time

Role: Mobile Application Support Location: Noida This role is responsible for supporting Mobile Application support for IoT projects. Duties & Responsibilities: - Respond to the customer on App/Play Stores or on the email received via In-App feedback feature. - Try to either provide resolution or guide it to appropriate team ASAP. - Mobile Application Support o Identify, categorize, prioritize, route, track, and close the issues identified/received from - Play Store - App Store - Inbuilt review feature in Mobile App o Timely respond to customer reviews on both App & Play stores o Make sure the customer query/issue is resolved to the highest satisfaction level o Get on a bridge/conference call with L1 & customer in case of critical issues o Support Marketing team in all new initiatives to enhance customer delight o Suggest and implement new tools for automating some of these tasks to enhance productivity - To identify, troubleshoot and solve incidents within SLA timelines o Log Analysis of the issues reported o Update tickets recent status and progress on ticketing tool o Raise a bug for issue in application functionality where a code fix might be needed o Triaging of Mobile App issues on both Play Store & App Store, Web App issues - Platform (AWS) issues, in case required - Service Mgmt. Reporting o Status Tracking & Reporting - Continuous Service Improvement o Process Management & Improvement Qualifications and Experience: Mandatory - Bachelor’s degree in electrical engineering, Software Engineering, Computer Science, Computer Engineering, or related Engineering discipline. - 4+ years of experience in L2 of managed services / application (mobile & web) support - 2+ years of experience in the Mobile App Support - Good hands-on experience in Customer Centric support - Ability to differentiate between application & platform issues and proven track record of taking them to closure - Preferred o Basic understanding of IoT products & services o Mobile App Support tools like AppBot, AppFollow etc. - Experience in AWS platform or certified in AWS (Solution Architect/SysOps) - Lambda, API Gateways, Kinesis, ElasticSearch, ElasticCache, Dynamo DB, Athena, AWS IoT - Linux - NoSQL Database (Dynamo DB preferred) - Trouble ticketing tools (Jira Software & Jira Service Desk preferred) o Hands on experience on New Relic and AWS Cloudwatch tools - Prior experience in operation support for IoT projects (50,000+ live devices) will be an added advantage - ITIL certification - L3 Support experience in addition to L2 Skills and Abilities Required: - Highly customer-focused and always eager to find a way to enhance customer experience - Excellent troubleshooting & analytical skills - Excellent verbal & written communication skills - Willingness to work in a 24X7 shifts environment - Self-driven & committed to high standards of performance and demonstrate personal ownership for getting the job done. - Able to pinpoint business needs and deliver innovative solutions - Can-do positive attitude, always looking to accelerate development. - Innovative and entrepreneurial attitude; stays up to speed on all the latest technologies and industry trends; healthy curiosity to evaluate, understand and utilize new technologies.

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