L3 -Application Support

Job Title: L3 -Application Support

Department: Technology

Reports to: Software Engineering Manager

Experience: 3 - 8 years

Location: Ahmedabad, India

Shift: 6 PM 3 AM IST (Night Shift)

Company Introduction

Genea was built on a foundation of listening to and serving our commercial real estate customers needs starting with our flagship Overtime HVAC product. Over the years, weve earned the trust and loyalty of 21 of the top 25 largest commercial real estate companies in the US and continue to prove our value to them every day. Our clients depend on us to develop value-added technology solutions to solve other pain points in their operations. We have grown our product portfolio to serve the complex and expanding needs of property teams.

Genea is a family of solutions are designed to improve commercial real estate operations through cutting-edge technology. Revolutionize access control, streamline overtime HVAC, and economize submeter billing. Our host of cloud-based, automated solutions are built to cut costs, reduce admin times, and maximize the tenant experience.

Experiencing enormous growth with aggressive expansion plans, Genea is expanding a Software Development and Operations center in India and is looking for dynamic engineering leaders, who can become part of this already successful growth story, and partner in creating a world class team and products.

Overview

We are currently looking for an experienced L3 support engineer who understands our technology and can answer (technical) questions from our customers, partners and internal organization and help solving possible issues. This job requires you to be good with logical and analytical skills and with a love for data analysis to help identify and predict the problem areas and work together with our development team in providing solutions to problems. As a Support Engineer at Genea you will be responsible for anticipating, identifying, and satisfying the technical support and services needs of Geneas customers, partners and end-users

What You'll Do

• Take ownership on customer reported issues and analyze problems by using your logical and analytical abilities and provide solutions.
• Technically sound to ask the right questions to customers to be able to understand the problems reported by customer.
• Candidate will be responsible to provide L2/L3 Support, Monitor and provide support to production streams and provide expert knowledge on all workflow designs for supported applications.
• Get involved in bug fixing. You will be required to work on scripting and data analysis tooling to collect and analyse data for effective trouble- shooting.
• 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 within the SLA requirements.
• Carry out detailed site study to ensure the feasibility of execution of any customer project.
• 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.
• Able to prioritize and multi-task in a fast-paced environment and work with a multi-cultural global team that is entrepreneurial and result driven.
• To deal with different time-zones of our customers and nature of work, you may require working in night shifts apart from day- shifts.

What We Look For

• Candidate should have 3-6years of experience as Technical Support Engineer (L3), with knowledge of:
• Extensive Knowledge of Nodejs, Nodejs, Microservice Architecture, PostgreSQL, MongoDB. AWS and Queue/Data Streaming Services
• Basic knowledge of react, html/css and js.
• Basic hardware-networking skills.
• Issue tracking system, preferably JIRA.
• Strong problem-solving skills and Excellent client-facing skills.
• Excellent written and verbal communication skills; experience in client-facing skills.
• Should be proactive, enthusiastic and love challenges.

Competencies:

• Diversity - Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Perks and benefits we offer:

Work Your Way: Enjoy a flexible working environment that suits your lifestyle.

Time Off: 24 days of PTO and 10 holidays to unwind and pursue your passions.

Comprehensive Leave Options: Including maternity, paternity, adoption, wedding, and bereavement leaves to support you during important life events.

Health & Safety First: Benefit from family health insurance and personal accident coverage beyond your CTC.

Top Workplace Honors: Celebrated as a Top Workplace from 2021 to 2024.

Balanced Workweek: Embrace a balanced life with our 5-day work schedule