Expert Technical Support Specialist

19 hours ago

Pune, Maharashtra, India beBeeTechnical Full time ₹ 1,00,00,000 - ₹ 1,20,00,000
Senior Technical Support Engineer Job Summary

This position involves providing high-level technical support to customers. Key responsibilities include third-line engineering support, serving as a Tier 3 subject matter expert and communicating with regional support teams worldwide.

Responsibilities also include coordinating team workload, working with stakeholders to gather and document technical information, performing root-cause analysis and contributing to process documentation.

  • Key Responsibilities:
    • Provide third-line engineering support to our product
    • Serve as a Tier 3 subject matter expert for Public Safety end-user applications
    • Communicate with regional support teams worldwide and other stakeholders in a professional and diligent manner
    • Coordinate with team members to manage and contribute to daily team workload
    • Work with stakeholders to gather, validate, and document technical information needed to resolve or escalate product issues
    • Perform root-cause analysis as needed to resolve software and deployment issues
    • Contribute to process and troubleshooting documentation in the support knowledge base
    • Help foster innovation in tools and processes to make support more effective and efficient
RequirementsUnderstanding of:
  • SQL Server (DBA activities, experience with SQL queries, functions, and stored procedures)
  • Experience of SQL Scripting
  • Windows server (IIS, Windows security, optimization, and troubleshooting)
  • Networking fundamentals (TCP/IP, LAN, WAN, VPN routing, Audio codec)
  • Modern telecommunications (telephone, VoIP, PBX)
  • Security and encryption fundamentals (SSL/TLS, SSH, PGP)
  • Basic understanding of Virtualization and cloud concepts
Skills:
  • Meticulous about documentation and record-keeping
  • Strong communication skills (verbal, listening, reading and writing skills)
  • Demonstrated problem-solving, troubleshooting, and analytical skills
  • Ability to work successfully in a strong team environment, learning rapidly, and developing relationships within and across teams
  • Multi-tasking and time-management skills are essential to switch between varied tasks
  • Remain focused and calm under pressure, with patience and perseverance to succeed
Education and Experience

Bachelor's degree in Computer Science, Engineering, or Mathematics; equivalent work experience considered. Five+ years of experience supporting enterprise software applications and system integrations required.

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