Senior Technical Support Engineer

2 days ago

Bengaluru, Karnataka, India Netradyne Full time ₹ 5,00,000 - ₹ 12,00,000 per year

Roles & Responsibilities

  • Deliver excellent Customer Support services by meeting and exceeding all SLA and operational targets.
  • Manage Support processes including case reviews, customer feedback analysis, FAQ analysis, develop and maintain Support procedures and policies.
  • Communicate extensively with key customer account stakeholders (business and technical) and internal stakeholders (engineering, Operations, business) via all modes and across all geographies.
  • Effectively drive major incident process (P0/P1s) and the produce RCA within client SLAs.
  • Follow change management process and implement changes with pre/post validations end to end.
  • Independently drive regular client meetings (weekly/monthly/quarterly), note down the action items, and ensure timely completion of them, with effective client communication.
  • We are a 24 hrs 7 days week 365 days Support centre and hence would need candidates who are open to working any shift based on business requirements.
  • Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, service levels, resolution time, and project deadlines.
  • Develop deep understanding of Netradyne Product and Architecture. Be the SME on published and unpublished product functionalities.
  • Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/Support management.
  • Drive continuous improvement in processes through innovation and automation and cutting-edge technology.

Experience & Skills

  • Overall, 5 to 8 years of work experience.
  • Ability to work effectively with in the team as well as participate in other cross-team engagements to expedite resolution to hot issues.
  • Excellent verbal and written communication skills and strong presentation skills.
  • Must be proficient with analysing log files, standard debugging concepts and scripting languages Python or Shell/Unix.
  • Working knowledge of DB queries (SQL, etc.).
  • Familiarity working with ITSM/Support tools, preferably Sales Force.

Qualifications & Academics

A bachelor's degree in a tech-related field - B.E. / BTech / MCA

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