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MCS Engineer ( Application Support Engineer)

Location Bengaluru, India
Posted 19-June-2019
Khoros (Formerly known as Lithium + Spredfast)

Spredfast and Lithium have merged to offer one platform that unites marketing and care. Khoros helps brands connect with customers throughout their journey and create customers for life.
Mission Critical Support (MCS) Engineer
If you want to accelerate your learning and career growth in a forward-looking company, Khoros Mission Critical Support team is building out in Bangalore with both those that have experience in handling Severity 1 technical outages and those that have a great aptitude for customer service!
Who are we looking for?
If youre interested in being part of an amazing team that is a customer satisfaction leader and is working towards being one of the top global software support organizations, heres where youd be able to make a difference:
Monitor requests, provide support and respond to queries from our customers in an accurate and timely manner
Monitor systems and applications proactively to prevent customer outages and impact
Escalate problems to the correct teams where appropriate
Resolving most outages without needing to escalate
Identifying documentation requirements in our knowledge base
Maintaining our high standards for customer communication and response times (15 minutes or less)
Engaging in training opportunities on our products and key technical areas
Realistically, we need a customer focused individual with an enthusiasm and aptitude for technology and social media and who loves engaging with people. Were looking for someone who gets a kick out of helping their colleagues as well as solving problems for customers. Therell be plenty of opportunities to learn about our products and develop your career in a technical or customer-centric direction.
This position will have 24/7 on-call rotation responsibilities, so please be aware of this prior to applying.

1-4 years of experience in technical support roles, ideally supporting web applications
Demonstrable interest in software and technology
Ability to understand and troubleshoot basic technical issues
Excellent written and spoken communication skills
Able to communicate effectively between teams and individuals of varying technical expertise
Familiar with the latest trends in social channels (forums, Facebook, Twitter, etc.)
Able to multi-task effectively while working on customer issues
Working knowledge of Application Servers like Apache Tomcat and Web Servers like Apache.
Experience with JVM thread dumps or Heap Dumps.
Experience in Web Technologies like HTML5, CSS, JavaScript, JQuery, etc. and Programming languages like Java, J2EE, or python.
Experience in Scripting languages like Shell, bash, etc.
User level experience of Linux Environment.
General idea about Multi-Tier Web Application architecture
Bachelors Degree in Computer Science, Information Technology or related field
Technical or support certifications such as HDI, ITIL, MCSA: SQL knowledge.
Why you should join our team
We have a technical bootcamp in which youll learn how to work with our products, focus your attention on the right things that our customers need and understand how to empathetically work with our customers. Our motivation is to truly make a difference on each case by responding quickly and with high quality.
We earn the loyalty and trust of our customers by setting a new standard for amazing support every interaction, every day.
The team is hoping to find someone who is energized by social media, customer support, and solving complex challenges. Were open, transparent and hardworking. Our culture is as exciting as our products and were looking for another person to join. Come check us out!

Salary: Not Disclosed by Recruiter

Industry: IT-Software, Software Services

Functional Area: IT Software - Application Programming , Maintenance

Role Category:Admin/Maintenance/Security/Datawarehousing

Role:Technical Support Engineer

Employment Type: Permanent Job, Full Time

Desired Candidate Profile Please refer to the Job description above Company Profile:

Lithium Technologies India R&D Private Limited

Khoros, formerly Spredfast + Lithium, is the leading customer engagement platform providing Social Media Marketing, Care and Monitoring Solutions. Khoros Customer Engagement Platform is built to turn siloed knowledge into enterprise value, and customers into contributors. By connecting consumer insights across all departments, Khoros gives companies the ability to run their business with their customers, anticipating their needs and accelerating sales, loyalty, and innovation. With 2,000+ customers, including 52 of the Interbrand 100. Khoros has ten offices globally and powers approximately 500 million digital interactions every day. From social media to online communities and messaging to digital customer care, Khoros helps companies authentically connect with customers throughout their journey
Min 1 to 4 Years.

Awards & Accolades for MyTechLogy
Winner of
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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