L3 Product Support

2 months ago

mumbai, India Seclore Full time

THE ROLE


Sr. Technical Consultant

Location : Mumbai

Experience : 7 to 9 years.


About Seclore


At Seclore, we are all Entrepreneurs, not employees. At Seclore, we are all Entrepreneurs, not employees.

This position is for individuals with exp in Application Support, great customer relationship skills while working in a super-agile environment. Seclore is a place where innovation is nurtured. We continuously push the boundaries of innovation and find new ways to add value to customers and stakeholders. We are proud to be recognized as "Great Place to Work" for four consecutive years


Job Summary:

As a Sr. Technical Consultant at Seclore, you will be responsible for providing advanced

technical support and solutions to complex issues that have been escalated from Level 1

and Level 2 support teams. Your role is crucial in maintaining the reliability and

performance of our software products, ensuring customer satisfaction, and contributing to

the continuous improvement of our support processes and product features. You will also

act as a consultant for implementation teams during complex deployments and provide

expertise on infrastructure-related issues.


Key Responsibilities:

1. Advanced Troubleshooting:

- Diagnose and resolve complex software issues that cannot be resolved by L1 and L2

support teams.

- Collaborate with the development team to understand the product architecture to

analyze problems effectively .

2. Customer Interaction:

- Interface with customers' technical teams to gather detailed information about their

issues and provide timely updates.

- Clearly communicate the root cause, short-term / long-term fixes, and resolution process

to internal and external stakeholders.

3. Incident Management:

- Manage and resolve critical incidents promptly.

- Document the resolution process, root cause analysis, and preventive measures in the

knowledge base.

4. Proactive Problem Management:

- Identify and analyze recurring issues, and work with the Product Team to implement

permanent solutions.

- Provide feedback to L1 and L2 support teams to enhance their troubleshooting

capabilities.

5. Consultation and Collaboration:

- Act as a consultant to the implementation team during complex deployments, offering

expertise on infrastructure-related issues.

- Work with the Product Team to understand new technologies and provide insights based

on deep domain knowledge.

6. Training and Documentation:

- Conduct training sessions for internal teams, customers, and partners on issue resolution,

product features, and technologies.

- Develop and maintain comprehensive technical documentation and troubleshooting

guides.

7. Tool and Process Improvement:

- Identify opportunities to improve support tools and processes, including automation to

enhance efficiency.

- Contribute to the development of monitoring and alerting systems to proactively detect

and resolve issues.

8. Travel:

- Be flexible and open to travel to customer locations as needed for on-site support and

consultation.


Qualifications:

- Experience: Minimum of 3 years in L3 support and at least 8 years of industry experience.

- Technical Skills:

- Good understanding and working knowledge of Active Directory, databases

(Oracle/MSSQL), LDAP, web servers (Apache/Tomcat), SSL connectivity, Microsoft 365,

VAPT practices, Linux, and Docker.

- Experience in supporting endpoint agents is advantageous.

- Communication: Excellent verbal and written communication skills.

- Problem-Solving: Strong analytical and problem-solving abilities.

- Customer Focus: Demonstrated ability to manage customer expectations and provide

exceptional service.

- Flexibility: Willingness to travel as required.

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