Opening For Senior/Technical Support Engineer

2 weeks ago

Jaipur, Rajasthan, India Talentvidas Staffing Solutions Full time ₹ 40,00,000 - ₹ 1,20,00,000 per year

Key Responsibilities:

  • Technical Support: Provide top-notch technical support to our customers, assisting them with any product-related issues, inquiries, or challenges they may encounter.
  • Problem Solving: Diagnose and troubleshoot technical issues, replicating them in local environments and collaborating closely with customers to identify root cause and provide effective solutions.
  • Documentation: Create and maintain detailed documentation, including knowledge base articles and FAQs, to assist customers in resolving common issues independently.
  • Software Expertise: Leverage your expertise in application programming to build and maintain third party integrations like Terraform, Github Actions, CircleCI etc.
  • Customer Advocacy: Act as a customer advocate within the company, sharing customer feedback, feature requests, and insights with the product development team to improve our offerings.
  • Working Hours Flexibility: Be prepared to work in shifts or on-call availability (over the weekends) to accommodate our global customer base across different time zones, including the AMER, APAC, and EMEA.
  • Ability to manage and prioritise real-time customer issues.
  • Ability to drive process improvements.
  • Coordinate with cross-functional teams (Engineering, Product, Sales).

Qualifications:

  • Strong application programming experience, proficient in Java, Python, or JavaScript languages.
  • Knowledge of software packaging and distribution concepts and tools.
  • Excellent problem-solving and troubleshooting skills.
  • An enthusiastic and effective communicator (using English): you should be able to appeal to and communicate with both technical and non-technical listeners alike.
  • Ability to work independently and as part of a team.
  • Willingness to work flexible shifts to support customers in different time zones.
  • Understanding of SLAs, incident management, and escalation processes.
  • Experience with ticketing systems (e.g., Zendesk, Jira, ServiceNow).
  • Experience on Cloud Platforms.

Good to Have Skills:

  • Professional experience in building, testing, deploying, debugging, and maintaining complex systems in production environments; or equivalent experience in open-source ecosystems and projects
  • Familiarity with UNIX-like systems (Linux/WSL/MacOS)
  • Familiarity with Artifact and Package management, or the software supply chain.
  • Familiarity with Cloud-based infrastructure, data structures & algorithms, storage systems, source control, and continuous integration
  • Amazon Web Services (AWS) / AWS Certifications
  • Significant contributions to open-source projects
  • ReST, GraphQL, gRPC API Design
  • Docker, OCI, ORAS, Kubernetes (k3s, k8s)
  • Sigstore, Cosign, Keyless Signatures, Signature Attestation
  • Grafeas, Kritis, Metadata Provenance
  • Software Bill of Materials, Software Composition Analysis
  • Serverless, Edge Computing, Distributed, Microservices
  • Knowledge of Security Principles, Software Vulnerabilities and Zero Trust Models.

L1 Screening Questions:

  • Understanding of SLAs and Ticket Management Tools.
  • Incident Management Tools.
  • Team/Shift Management, Team Size.

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