Sr Support Engineer 1

Scope:

• Deliver flawless application support to BY customers by resolving complex solution issues.
• Drive, as a lead SME, the resolution of escalated and complex solution issues in collaboration with multiple BY and customer stakeholders.
• Implement Advanced Quality Prevention plans to improve solution and service reliability.
• Deepen competency on end-to-end solution architecture, performance engineering, and relevant SaaS tools OR business processes and industry domain.
• Own customer solution and enhances solution stability and service quality, eventually enabling an increase in customer satisfaction, consumption and adoption of the service.
• Engage early in customer implementation projects to provide solution design and architecture inputs from operability and reliability perspectives and to ensure seamless delivery continuum into Operate through phased go-lives.
• Act as a Senior solution SME providing mentorship to Support Engineers, delivering product/technical training and supporting in improving the capability and delivery quality of the team.
• Adopt AI into day-to-day operations.

• Delivers excellent customer experience by driving resolution of customer issues of high complexity and criticality including non-functional / performance related issues.
• Provides direction and inputs for Root Cause analysis and proposes prevention ideas.
• Guides/assists team members to resolve medium complexity issues.
• Proactively implements Advanced Quality Prevention quality plans including but not limited to regular and proactive solution health monitoring process, tools and procedures validation frameworks post application patching, upgrades and maintenance.
• Guides the team to plan and implement early detection and resolution as well as outflow and recurrence prevention quality strategies.
• Drives/leads resolution of escalated and complex issues in collaboration with multiple BY and customer stakeholders.
• Keeps a track of adoption and consumption numbers and analyzing the trends and providing inputs for improvement.
• Owns solution for customers.
• Positively and proactively collaborates with TAM to drive CSM to support plans to improve SAAS consumption, adoption, and business value.
• Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement, and pro-activeness.
• Monitor and correct solution performance, stability, and sizing during customer roll-out phase.
• Early engagement in customer implementation projects including agile/multi-sprint projects to provide inputs during project phases to improve scalability, reliability, operability, and profitability of solution.
• To gain very good understanding of customer business process, solution, and architecture to ensure seamless delivery continuum into Operate through phased go-lives.
• Demonstrate high competency in end to end solution architecture, performance engineering and relevant SaaS tools and technologies OR business processes and industry domain.
• Act as Senior Subject Matter Expert providing mentorship to Support Engineers, delivers product/technical trainings and as JIRA Gatekeeper to review and prevent inflow of WAD JIRA to PD.

• Bachelors degree (STEM preferred) and minimum 5 to 8 years of experience in Customer Support or Product Support.
• OS & Platform: Windows Server (2012/2016/2019), Azure/AWS/GCP or any OnPrem Data centers.
• Application Troubleshooting: Log analysis, exception tracing, thread/heap dumps.
• Web & App Servers: Apache Tomcat, WebLogic, IIS etc.
• Scripting: PowerShell, Python or any scripting language.
• Databases: SQL Server, Oracle basic SQL for issue tracing.
• Networking Basics: Ports, firewalls, load balancer flow understanding.
• Monitoring & Logging Tools: Splunk, AppDynamics or any relevant tools.
• ITSM & Ticketing: ServiceNow, JIRA.
• Experience with Splunk for log monitoring and alert setup.
• Familiarity with AppDynamics or similar APM tools for performance troubleshooting.
• Azure Basic/Administrator certification or hands-on cloud admin experience.
• Understanding of Generative AI concepts and tools (e.g., GitHub Copilot).
• Exposure to microservices, REST APIs, JSON/XML.
• Experience in applying AI-powered analytics tools for operations performance monitoring and forecasting.
• Exposure to AI-based process automation to streamline repetitive tasks and improve efficiency.
• Familiarity with Generative AI tools for documentation, reporting, and knowledge management.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

IND - Coimbatore (708)