Senior Technical/Product Support Engineer

3 days ago

Hyderabad, Telangana, India insightsoftware Full time ₹ 5,00,000 - ₹ 12,00,000 per year

Working Timings:

Ready to work as per eastern shift timings, (5:30 PM to 2:30 AM IST)

Work from office - Hyderabad location.(Hybrid)

Responsibilities:

· Manage large volumes of incoming emails related to software support.

· Engage with customers, partners, and internal teams to provide assistance and ensure satisfaction.

· Diagnose and resolve technical issues by logically deducing root causes and identifying workarounds.

· Document and analyze product bugs and fixes for Product Management and Engineering teams.

· Assist with customer product installations as needed.

· Meet personal Productivity, Efficiency, and Quality metrics.

· Prioritize and resolve issues with high technical and business impact.

· Handle customer complaints, provide solutions, and follow up for resolution, including sharing workarounds.

· Maintain accurate records of customer interactions in Salesforce.

· Communicate with Product Management and Development Teams using JIRA.

Qualifications/ Requirements
Technical Requirements:

· Previous technical support or product support experience.

· High proficiency in Microsoft Word, Excel, and PowerPoint.

· Intermediate to advanced proficiency in SQL (MS SQL Server, MySQL, PostgreSQL) for data extraction, troubleshooting, and analysis.

· Hands-on experience with data analytics and at least one BI or reporting tool.

· Strong understanding of data modeling, KPIs, and metrics for analysis.

· Ability to work with data connectors and multiple data sources.

· Familiarity with dashboarding, visualizations, and trend analysis.

· Ability to extract meaningful information from customer interactions to diagnose technical issues.

Nice to have:

· Experience with Salesforce and JIRA.

· Basic Oracle and/or SAP knowledge.

· Experience with software installations, network operations, and support.

· SQL Server administration (backup/restore, triggers, stored procedures, etc.).

· Familiarity with Microsoft IIS and SQL Server Analysis Services.

· Windows troubleshooting (Event Viewer logs, Installer errors, Registry Editor, etc.).

Communication skills:

· Ability to clearly and effectively communicate with internal teams and external customers.

· Native or equivalent English proficiency.

· Excellent written communication skills.

Valued Traits:

Highly motivated and driven to perform at the highest level.

Natural curiosity and willingness to learn and understand issues

Shows pride in producing quality deliverables.

Always being punctual and professional internally and with customers.

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