Senior Product Support Engineer

4 weeks ago


Indore, India DigiValet Full time

 

Responsibilities:

• You’re the first and most important contact person for our clients with regards to any issues, product feature change request, or inquiries.

• Proactive monitoring of the issues reported by clients on various channels such as email, phone, chat, or support portal.

• Identify and analyze the reported issues on priority basis, troubleshoot and resolve them

with utmost client satisfaction.

• You will be taking ownership of technical issues, understanding customer requirements

and workflow.

• Working with various teams to resolve issues and cater client’s feature change request.

• Strong acumen to propose any workarounds to the client for any breakage in product or

services.

• Document issues reported by clients in the ticket which can serve the purpose of

repository or considered as details for escalating issues internally.

• Provide timely and relevant updates to clients on movement of their issue or development in their requirements.

 

 

 

Required Skills:

• 2-5 years of relevant work experience in Software Technical Support.

• Understanding of Linux Server and sound knowledge of the command lines.

• Acumen to do log analysis on Linux Server, debug the error/exceptions found in the servers.

• Basic knowledge of Networking Hardware - Switches, Routers, AP & Firewalls.

• Knowledge of databases like MySQL, MongoDB to fetch data through SQL query.

• XML/JSON, Postman understanding will be an added advantage.

• Server Health monitoring using enterprise tools like Grafana, Prometheus, Nagios.

• Basic understanding of serial communication and device automation and API integrations.

• You should be flexible to work in rotational shifts, including weekends and public holidays.

• Hands-on knowledge of service desk software like Jira and Zoho Desk.

 

 

Personality Attributes:

• You’re a confident person, with good communication skills, and wear a go-getter

attitude.

• Team player with positive attitude and knack to learn anything that come your way.

 

Brownie Points on:

• Working experience on Hospitality Software Products, or IT support in standard hotels.

• Understanding of Networking standards such as TCP/UDP, IP Routing, Bonding, VLANs, Bridging, DHCP, DNS, FTP, SSH, IP Routing  Troubleshooting, Packet Loss/Jitter.



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