Technical Support Engineer II

1 month ago

Pune, Maharashtra, India Madison Logic Full time
About Madison Logic

Madison Logic is a leading provider of B2B marketing solutions, empowering organizations to convert their best accounts faster. Our team is passionate about delivering innovative products and exceptional customer experiences.

Job Summary

We are seeking a highly skilled Technical Support Engineer II to join our team. As a Technical Support Engineer II, you will provide exceptional tier II level support, addressing hardware and software issues through effective problem recognition, research, and resolution. You will assist and train inexperienced or non-technical end users, ensuring they effectively utilize various software packages.

Key Responsibilities
  • Provide tier II level support, problem recognition, research, and isolation to help resolve hardware and software issues.
  • Assist and train inexperienced or non-technical end users in the utilization of various software packages.
  • Foster strong relationships with internal and external stakeholders to build credibility for the ongoing enhancement of products developed by Madison Logic.
  • Create and maintain an application-focused knowledge base for internal and external users.
  • Record and maintain accurate information within the ticketing system.
  • Diagnose basic user issues within applications.
  • Interface directly with customers to ensure their needs are being met and that we provide superior customer experiences.
  • Proven ability to handle customer escalations and concerns.
  • Perform testing, research, troubleshooting, analysis activities, internal consultation, and collaboration regarding product functionality to build knowledgebase to respond to support cases successfully.
  • Consistently improve technical product knowledge through training, self-directed research, testing, and internal consultation to become a subject matter expert (SME) for Madison Logic products.
  • Consult with clients on best practices and the use of Madison Logic products to meet their business requirements.
Requirements
  • Ability to work in-office during one of the following shifts required (1) 4:30pm - 1:30am (2) 5:30am - 2:30pm (3) 7:30am - 4:30pm.
  • Fluent in English language (verbal and written) and possessing a clear and concise communication style.
  • Clear and concise communication style.
  • University degree +5 years of experience.
  • A minimum of 2 years as a Support Engineer.
  • 1+ years experience with AWS tools and services.
  • 1+ years experience with technical application system.
  • Demonstrated knowledge of database architecture and systems configuration.
  • Working knowledge of SQL.
Desired Characteristics
  • Self-sufficient and proactive nature, able & comfortable "figuring things out", resorting to escalation only when after exhausting all other options.
  • Strong sense of urgency required.
  • Exceptional communication skills, both verbal and written, with a knack for explaining complex concepts in a clear & concise manner across all levels and functions.
  • Team player and proven relationship-builder.
  • Strong interpersonal skills, high level of professionalism and integrity.
  • Excellent organizational and project management skills.
  • Experience handling multiple responsibilities, tasks, and projects in a fast-paced environment preferred.
  • A positive attitude that approaches tasks/projects from a hands-on, roll up your sleeves frame of mind.
India-Specific Benefits
  • 5 LPA Medical Coverage.
  • Life Insurance.
  • Provident Fund Contributions.
  • 5 Days Paid Marriage Leave.
  • Learning & Development Stipend (Over-And-Above CTC).
  • Wellness Stipend (Over-And-Above CTC).
  • Transportation available for female team-members with shifts starting or ending between the hours of 9:30pm and 7:00am.
  • Welcoming in-office environment (located within AWFIS co-working space, Amanora Mall).

Expected Compensation: (Dependent upon Experience) Fixed CTC: LPA - 11 LPAPay Transparency/Equity:We are committed to paying our team equitably for their work, commensurate with their individual skills and experience . Salary Range and additional compensation, including discretionary bonuses and incentive pay, are determined by a rigorous review process taking into account the experience, education, certifications and skills required for the specific role, equity with similarly situated team members, as well as employer-verified region-specific market data provided by an independent 3rd party partner. We will provide more information about our perks & benefits upon request.

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