Software Support Engineer

ABOUT US:

At Impledge Technologies, together we reach to the optimum solution, we call it pure collaboration.

Established by an enthusiastic and voguish group of engineers, Impledge Technologies is a new age company providing software solutions to every modern age requirement. Impledge provides strategy and technology consulting to organizations to help them efficiently manage their products, information, and processes. Our focus is to build innovative solutions utilizing Agile methodologies, Cloud platforms, and the latest technology stack.

At Impledge, we trust that it is not just about technical solutions every time, but it is about providing the correct answer to a question and the correct result for a need.

We architect, build, and deploy technology-based solutions that effectively integrate applications, processes, and people to reduce complexity and cost. 

Our specialties include:

• Cloud technologies (Azure/AWS)
• DevOps (Agile, CI-CD, Microservices)
• Application development (Mobile, Web)
• User experience design (UI-UX, Response Web Design)
• Data architecture & Database development (RDBMS, NoSQL)

Website:

Email: [email protected]

WORK LOCATION: Sector 62, Noida

ROLE:

We are looking for a smart Technical Support Engineer to provide enterprise-level support to our customers. This technician will provide support via phone, web, email, chat and other channels as required.

This is a Singapore shift job, and business hours are from 7:30 AM IST to 04:30 PM IST

RESPONSIBILITIES:

• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles
• Follow the SLA for issues with respect to the severity. 
• Explain the use of cases solved by the Product API to the developer community
• Develop client libraries/SDKs of Product API in different languages e.g. Core etc to consume the API 

QUALIFICATIONS AND TECHNICAL SKILLS:

• BS/BE/MCA degree in Information Technology, Computer Science or equivalent
• 1-3 years of experience in a technical customer-facing support or support engineering role, preferably working with REST APIs
• Enjoys writing and is fluent in English
• Proficient in writing code in a few different languages or deep experience in one, and enjoys learning new technology and languages
• Able to discuss technical concepts and how the API functions to a variety of audiences
• Has a strong understanding of issues users encounter and is empathetic
• Analytical, investigative, curious and persistent, and enjoys problem-solving
• Flexible and willing to continually learn about a changing technical product

INTERVIEW PROCESS:

We believe the right fit is important for us to establish the culture for our start-up and we expect a rigorous interview process and matching to make sure we establish a team of players. Everyone in our company is a programmer and problem solver at heart, and we expect all levels in the staff to have solid programming skills. We check in our egos at the door and expect the interview process to be more about finding the right team member more than just interviewing as a process.

• Screening round 
• Offline/online coding test 
• F2F technical & final round

BENEFITS: 

• Impledge offers the above industry benefit and a startup culture with a small and fast-moving team. The benefits are above the current industry levels and are open to consideration for the right candidate. The benefits also include being part of a startup team and having the equity and leadership role as the team grows. 
• Compensation is expected to be an above or at market salary, a great and rewarding work environment, work-life balance and equity options, and profit-sharing in the startup ventures and other initiatives.