Technical Support Engineer

1 week ago

Hyderabad, Telangana, India Trigent Software Full time ₹ 4,50,000 - ₹ 9,00,000 per year

Job Role :

Duties:What you get to do in this role:

  • Customer Advocate providing support to users/administrators of our platform. Supporting and contributing to the growth of best practices for delivery of support services.
    • Understanding our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
    • Own and resolve all issues with a high standard of professionalism.
    • Hands on experience triaging, troubleshooting, resolving and providing root cause analysis for ServiceNow Product issues
    • Manage customers' expectations and experience in a way that results in high customer satisfaction.
    • Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
    • Suggest and implement improvements to internal processes and tools.
    • Work on technical and non-technical projects
    • Effectively communicate with customers and internal teams via case, phone and other electronic methods
    • Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.
    • Maintain impeccable case hygiene and customer related files and records.
    • Participate in the weekend support on-call rotation.Skills:

Required Skills:

  • Experience with relational databases (e.g. MySQL, Oracle).
    • Experience using Linux/Unix OR Microsoft Server 
    • Basic knowledge of the components in a web applications stack. 
    • Experience in one (or more) scripting languages:(JavaScript, Python, Perl, Unix Shell, Windows Shell)
    • Ability to troubleshoot difficult technical issues and its complexities with ease
    • Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
    • Strong personal commitment to quality and customer service

Desired Skills

  • Experience providing SaaS / PaaS support
    • Experience working with the ServiceNow Platform
    • A fundamental understanding of ITILframework
    • Experience in using tools like Splunk
    • Ability to read and understand data base logs

Education:Bachelor's Degree in Computer Science (or related technical degree) or 2+ years of related experience within technical support or software coding environment

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