Technical Support Agent
2 weeks ago
Role & responsibilities
PFB JD, kindly consider the candidates only if they are fine with below pointers:
24/7 Support process
Monthly rotation of shifts and week offs
WFO from office all 5 days (Mon to Fri), If Sat and Sun are normal working days then its WFH
Job Description
Role: Technical Support Agent
Description: Technical Support Agent will troubleshoot and resolve technical problems of Apigee customers by using the skills in Apigee product, debugging, networking and system administration.
Qualifications and Experience:
Bachelors degree in Computer Science, Information Technology, or related field of study
2 or more years of IT experience
System/network administrator level knowledge of Linux/Unix or Windows operating systems
Knowledge of Networking fundamentals (TCP/IP, Routing, Load Balancing, etc.)
Solid knowledge of web technologies (HTTP, HTML, DNS, TCP, etc.) and REST APIs
Hands-on experience in developing and maintaining API Proxies with Apigee On-Premises Deployment Kit (OPDK)
Basic understanding of Cassandra, Postgres DB and Zookeeper
Strong analytical and problem solving skills
Excellent written and verbal communication skills
Customer Support Experience
Technical Needs: Google Apigee with troubleshooting skills
Domain Needs: Soft Skills, Cloud and Apigee Knowledge
Responsibilities:
Own, troubleshoot and resolve customer problems through effective technical diagnosis and resolution
Create and deliver high quality incident reports for customer's critical issues
Develop a good understanding of Apigee product technology and enhancements by troubleshooting, performing deep-dive analysis, determining the root cause of customer issues
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