Senior Technical Support Engineer
7 days ago
About the Role
We are seeking a highly skilled Senior Technical Support Engineer to join our team at ADCI - Karnataka. As a key member of our support team, you will play a critical role in ensuring the smooth operation of our payment services.
Key Responsibilities
- Provide expert technical support for our payment services, including troubleshooting and resolving complex issues.
- Collaborate with cross-functional teams to drive root cause analysis and impact analysis.
- Develop and implement automated frameworks and tools to enhance support efficiency.
- Build and nurture a culture of direct code interaction among team members.
- Foster strong relationships with internal business-owners to understand requirements and drive improvements.
- Develop and implement support strategies to maximize operational efficiency.
- Define measurable metrics to gauge progress against support goals.
Requirements
- Bachelor's degree in Computer Science or equivalent combination of technical education and work experience.
- Minimum 5+ years of relevant experience.
- Proven experience in managing a team of 8-10 engineers.
- Strong understanding of support processes, including SLA, ticket handling, monitoring, and metrics.
- Excellent stakeholder management and communication skills.
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