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Senior Support Engineer

Location Pune, India
Posted 20-March-2021
Job Role & Responsibilities :

Diagnose, troubleshoot, research and resolve clients software and hardware issues, with a focus on root cause
Track client issues through to resolution, within agreed SLAs
Escalate issues internally as needed to ensure timely and satisfactory resolution for the client
Provide prompt and accurate feedback to clients
Log details of all issues including research completed, client exchanges, and steps taken during each transaction, through the resolution and closure of the issue
Prioritize and manage multiple open issues at one time
Follow up with clients to ensure that their issue is completely resolved
Prepare reports as needed to update clients and internal teams on issue progress
Document technical knowledge in the form of knowledge base articles and where appropriate escalating issues in product documentation.
Identify trends in incoming issues and propose product or content changes to address those trends
Maintain a professional and friendly relationships with clients

Skills :

Proven work experience as a Technical Support Engineer or similar role
Hands-on coding experience with Java. Knowledge of JVM performance tuning is a major plus
Deep knowledge of operating systems internals, low level networking and TCP/IP internals
Hands-on experience with messaging middleware products (Solace, JMS, Kafka)
Understanding of data technologies: RDBMs (Oracle, PostgreSQL etc.), IMDGs (Hazelcast, Gemfire etc.)
Hands-on experience with Windows/Linux/MacOS environments

Hands-on experience working in cloud environments (EC2, Google Cloud etc.)
Familiarity with remote help desk software (e.g. Zendesk and JIRA)
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Proven track record of being able to understand large and complex software systems
Ability to make challenging concepts easy to understand and communicate
A natural drive to get to the root cause of problems and not give up
A knack for identifying patterns in similar problems, and ability to recommend long-term solutions to address those problems
Evidence of capability and passion for learning new technologies
BS degree in Information Technology, Computer Science or relevant field

Joining : Immediate

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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