Responsibilities
- Understand how the product works and how it is used by customers.
- Work closely with customers & L1\L2 support teams to answer questions about features and capabilities of our product.
- Interact with customers on/off-site to troubleshoot issues.
- Develop knowledgebase articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.
- Follow and contribute to defined ITIL processes to manage customer requests efficiently.
- Provide technical expertise, debug web application code & Database scripts for L1\L2 team when they report issues.
- The ability to coordinate, follow up, follow through and drive issues to closure proactively.
- The ability to be a good listener, and to understand customer issues.
- Ability to provide innovative workarounds or design a solution to fix a customer’s problem.
- Provides courteous, efficient, and professional technical support by phone and email to customers across a broad range of industries.
- Troubleshoots intermediate to advanced problems and recommends appropriate actions.
- Uses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways.
- Provides support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues.
- Manages customer expectations and competing priorities.
- Conducts research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned.
- Escalate issues and works directly with Engineering Groups to resolve complex support problems.
Requirements
- Having 8-12 years of experience in Application Production Support and Development role.
- Development and troubleshooting skills on the Microsoft platform, with expertise in C#,ASP.NET, MVC, SQL, Java script frameworks.
- Should have supported .Net web applications in the past.
- Advanced Application troubleshooting skills with expertise in SQL & .NET technologies.
- Good understanding of customer support processes and tools.
- Good written and verbal communication skills.
- Knowledge of ITIL, Application Monitoring and debugging tools SNOW & ADO.
Nice to Have
- Exposure to Public Cloud and Cloud Computing will be an added advantage.
- Experience in supporting SAAS applications will be an added advantage.
- ITIL Certification preferred.
Work Arrangement
Hybrid
Team
Structure: high performing team of talented SRE specialists
Additional Information
- Flexible to work in shifts and on call support as required.
