Support Engineer FL

3 days ago

Pune, Maharashtra, India Eyeglobal Full time ₹ 9,00,000 - ₹ 12,00,000 per year

As a Support Engineer you will be accountable for:

  • Managing the Technical Support queue and taking ownership of support cases
  • Troubleshooting technical issues with our customers via email, Zoom/Teams/Google Meetings, and other communication channels
  • Providing detailed steps to replicate issues for our engineering team
  • Providing a root cause analysis to customers
  • Documenting case notes and providing timely public-facing responses via case comments
  • Assisting customers with setting up and maintaining integrations
  • Providing product training and delivering training materials specific to your customers
  • Provide technical guidance to development teams, ensuring adherence to DevOps, data migration, and data backup best practices.
  • Encouraging adoption of new features and enhancements
  • Provide hands-on assistance with any custom developments, customizations or integration with Flosum products
  • Managing Escalation and Touchpoints through the customer journey
  • Writing new or updating existing technical documentation
  • Gather product feedback and recommendations from customers; provide a prioritized list to the development team
  • This role will require a work schedule during US hours and will require on-call times during some nights and weekends, depending on customer needs and release schedule

Qualifications:

  • Five years of experience in a customer-facing role, interfacing with stakeholders, supporting customer technical implementations
  • Strong Salesforce Background Admin skills required, Salesforce certifications and Salesforce development skills preferred
  • Experience working across success, support, development, and customer IT teams to resolve issues.
  • Proven experience as a DevOps Engineer or a similar role, with a track record of successfully implementing DevOps practices
  • Ability to troubleshoot complex issues with Salesforce applications and integrations
  • Ability to document troubleshooting steps and root cause analysis
  • Does not need to be a developer but needs some understanding of code to be able to troubleshoot
  • You understand the software development lifecycle because you have worked with a development team in a hands-on role
  • Exceptional communication skills, and we are committed to making our customers successful.
  • You are highly organized, have a positive attitude, and are a natural problem solver.
  • You enjoy multitasking and working cross-functionally in a collaborative environment.

Bonus Points For

  • Salesforce Architect Certifications
  • Previous experience as a release manager and/or with managing DevOps solutions and technologies such as Jekins, Git, Docker, Kubernetes,, Ansible, or Terraform
  • Experience with cloud platforms like AWS, Azure, or GCP
  • A background in technical support or professional services

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