Technical Support Engineer
2 weeks ago
GreyOrange is seeking a talented and motivated Technical Support Engineer to provide level 3 support for allocated product lines.
As a Technical Support Engineer, you will be responsible for efficiently handling and resolving technical issues passed on by L2, ensuring timely and effective action as per decided workflow basis priority and severity for each ticket.
Key Responsibilities:
- Responsible for efficiently handling and resolving technical issues passed on by L2.
- Ensure timely and effective action as per decided workflow basis priority and severity for each ticket.
- Should ensure maximum issues are resolved without L4/R&D involvement.
- Should ensure adherence to committed SLAs for each reported issue.
- Should follow ticketing SOPs and ensure tickets are generated for R&D with all relevant technical details captured for every issue.
- Should follow internal escalation matrix based on severity and resolution time.
- Should ensure all relevant site-specific technical documentation and documentation regarding new product lines and/or features are accurately captured from R&D and shared with Client Service team.
- Should support CSMs in developing an eminently capable and technically competent team of assistant client service managers and service engineers.
- Responsible for creating and monitoring software and hardware component-wise reliability metrics for each installation.
- Should develop a framework to predict potential/future failures and ensure requisite preventive measures are taken
Requirements:
- Engineering graduate with at least 6 months of experience in a 24*7 Software Support role.
- Experience with Linux/Unix.
- Experience with SQL.
- Experience with scripting - Python/Shell.
- Must have strong communication skills.
GreyOrange is a global technology company unifying AI-driven software and mobile robotics to modernize order fulfillment and optimize warehouse operations in real time.
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