Senior Support Engineer for Acoustic Product Suite

4 days ago


Pune, Maharashtra, India Acoustic Full time
Job Description:

As a Senior Support Engineer for Acoustic's Product Suite, you will utilize your technical expertise to troubleshoot and resolve complex customer issues across our cutting-edge marketing technology products. With a focus on human-centered solutions, you will work closely with the customer support team to analyze, troubleshoot, and resolve issues related to the Acoustic ecosystem. Your technical expertise and customer service skills will enable you to provide back-line diagnostic/troubleshooting and technical expertise to the customer support team, while also conducting independent and collaborative research to find solutions to customer-reported issues.

Responsibilities:
  • Provide technical expertise to customer support team for complex technical problems and escalated customer issues.
  • Conduct research to find solutions to customer-reported issues.
  • Escalate cases/defects to the Product and Engineering team and track to closure.
  • Join customer calls to assist the customer support team with escalated or complex technical issues.
  • Collaborate with customer support, engineering, product, and operations to resolve internal and customer issues.
  • Help explain product enhancements/fixes with the deployment of product upgrades and software patches.
  • Identify trends across clients, cases, and/or teams to initiate proactive measures/processes.
  • Develop deep technical understanding and become certified on Acoustic software products.
  • Prepare FAQs, upgrade notes, knowledge base articles, and other support documents.

Requirements:
  • Bachelor's degree in Mathematics, Computer Science, Electrical Engineering, or equivalent related field/ relevant experience.
  • 3+ years technical support experience in an enterprise software company, supporting external or internal customers; ESP, web applications, or analytics software strongly preferred.
  • Formal training in web technology and academic understanding of applications and code.
  • Knowledge of and/or background in HTML, APIs, Java, XML, and basic networking.
  • 1 year programming knowledge (SQL, Java, JavaScript, Python, jQuery, JSON, and/or PHP).
  • Comfortable writing complex SQL queries.
  • Experience in mobile technologies and concepts, such as Android/iOS applications and associated languages (Java, Obj. C, Swift, JS, Kotlin).
  • Understanding of how web systems work (physical, logical, hardware, software).
  • Proven customer relationship skills.
  • Excellent verbal and written communication skills.
  • Self-reliance and the ability to work independently.
  • A team-player approach.
  • Fluency in written and spoken English.


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