Product Support Engineer

2 days ago

Gurgaon, Haryana, India HUB Full time ₹ 1,04,000 - ₹ 1,30,878 per year

The Opportunity

We are developing the financial operations HUB for the future. Achieving our goals will require a strong combination of technology skills, industry expertise, customer focus, and a dedicated team.

You will join a new business and platform, contribute to building a customer-focused organization, and participate in a wide range of activities.

Accountabilities

  • Deliver outstanding product support and customer service, meeting our service level standards.
  • Manage technical and customer issues across different levels of severity, following business KPIs.
  • Ensure quality in issue resolution, documentation, and knowledge sharing to support self-service and reduce new issues.
  • Maintain expertise in your primary product and develop competency in secondary products, measured by customer satisfaction at case closure.
  • Prepare for product releases.
  • Interpret technical dashboards and proactively address problems to prevent customer impact.
  • Identify trends from customer feedback and logged issues.

What we would like you to bring

  • 4-6 years of experience in product or technology support in data/cloud environments.
  • 4-6 years of experience supporting Java-based applications in cloud environments.
  • 3+ years working with Azure Log Analytics, including building alerts and dashboards.
  • Experience supporting and troubleshooting real-time data processing with Kafka.
  • Solid understanding of Java/Springboot frameworks.
  • Exposure to Site Reliability Engineering.
  • Ability to trace issues and perform data reconciliation.
  • 4+ years of incident, problem, and change management experience with tools such as Service Now and Squadcast.
  • Experience handling client calls and issues, with the ability to understand and debug them.
  • Strong passion for customer experience, success, and satisfaction.
  • Action-oriented with excellent organizational, analytical, and problem-solving abilities.
  • B.Tech preferred as qualification.

Nice to have:

  • Broad understanding of asset management domains, such as pre-trade, post-trade, reference data, and positions.
  • Experience monitoring data pipelines and managing issues with tools like Snowflake and Apache Camel (ETL).
  • Azure or Snowflake certifications.

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