
Product Support Engineer
3 days ago
Position : Product Support Engineer
Experience : 35 Years
Location : Noida
Functional Area : Product Support
Job Summary
We are seeking a proactive and technically proficient Product Support Engineer with 35 years of experience in product support and complex system troubleshooting.
Based in Noida, this role is critical for ensuring the stability and performance of our applications, requiring hands-on expertise in Unix, Oracle Database, and Java.
The ideal candidate must excel at real-time issue resolution, root cause analysis, and managing global stakeholder communication, including supporting issues during non-working hours.
Key Responsibilities
Real-time Troubleshooting and Response :
- Troubleshoot complex technical issues in real-time with a focus on achieving fast response times.
- Provide client-facing managers with up-to-the-minute details on issues as they are found, ensuring clear and timely internal communication.
- Respond promptly to alerts raised for any system failures.
Technical Analysis and Resolution :
- Demonstrate strong skills in technical analysis, support services, and troubleshooting.
- Possess an analytical approach to perform and document meticulous Root Cause Analysis (RCA).
- Utilize hands-on experience in Unix, Database (Oracle), and Java to analyze system behavior.
- Exhibit excellent skills in writing complex DB SQL queries and proficiently analyzing logs (e.g., log4J).
- Possess the ability to debug code effectively to identify the source of application issues.
System Operations and Monitoring :
- Utilize tools like JIRA and other ticketing tools for efficient issue tracking and management.
- Manage and troubleshoot automated tasks utilizing Cron Jobs.
- Support and interact with various Back office application GUIs.
Stakeholder Management and Support :
- Interact effectively with global stakeholders, managing user expectations while ensuring support is delivered within agreed Service Level Agreements (SLAs).
- Demonstrate the ability to work independently and collaboratively in a team environment with a "can-do" attitude.
- Be willing to handle issues and provide support during non-working hours as required.
Qualifications
Experience : 35 years of experience in Product Support or Technical Support services.
Core Technology Stack :
- Hands-on expertise in Unix and Unix shell scripting.
- Strong experience with Oracle Database and advanced SQL query writing.
- Proficiency in Java and log analysis (log4J).
Technical Skills : Strong technical analysis, troubleshooting, and code debugging capabilities.
Analytical Skills : Proven ability to analyze complex problems in a structured manner and demonstrate multitasking effectiveness.
Communication : Excellent business communication skills for interacting with global stakeholders and internal managers.
Preferred Skills :
- Understanding of MQ (Message Queuing) technologies.
- Experience with Docker for application deployment and troubleshooting.
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