We are looking for an exceptional engineer for our Support team.
We´re looking for someone that loves APIs, developers, and how apps are changing the web. This role is responsible for participating in a 24x7 coverage schedule managing high visibility or critical issues. It will communicate timely, reliable, and high quality responses to complex customer escalations of critical and high visibility problems impacting our enterprise customers and partners. We are also looking for someone to provide mentor assistance regarding the process when required to ensure successful execution. The position will interface with various departments within the Customer and Partner to drive resolution, up to the execution level as necessary. Most importantly, the Senior Support Engineer candidate will possess masterful people skills and use them to work calmly with distraught customers, and to coordinate response among disparate our staffers including Ops, Support, Engineering, PM, CS, etc.
TEAM:
The Support and Operations Teams provide 24x7, 365 days a year coverage for our Enterprise and Partner clients, identifying internal failings and driving positive change. The Senior Support Engineer will work across both organizations, as well as with our Professional Services and Engineering groups.
The successful candidate will drive projects through assessment and remediation, decreasing technical support operating costs by improving the overall health of the customer's deployments. Ultimately, this will drive an increase in the customer satisfaction with Services and Support.
Primary Duties/Responsibilities :
- Contact for customer-related issues
- Debug and derive the technical issue related to a customer query.
- Be a liaison between engineering and support L1/L2 levels.
- Work with patch management team in setting patch deadlines and delivering the patch to the customers.
- Document customer issues for future reference and build knowledge base of solutions given to the customers
- Provide solution/workarounds to customers by referencing documents, release notes, product documentation, knowledge base etc. in the shortest possible time
- Assist in formulating and streaming the support process
- Report usage & availability metrics to management
- Lead conference calls & troubleshoot issues on the call with clients as the situation demands.
-Candidate may occasionally need to work in L2 role when situation demands.
Secondary Duties/Responsibilities :
- Train L2 engineers as & when required to scale to next level
Soft Competencies :
- Excellent communication and understanding skills
Functional Competencies:
- Working knowledge of LINUX
- Strong programming and debugging skills. ( Preferred Java/C)
- Expertise in EAI/Messaging/Web Services/SOAP/ESB/Middleware (knowledge of Weblogic/Websphere app servers a big plus)
- Hands on networking, messaging technologies desirable
- Experience in Installation and Configuration of products (application servers, networking products)
- Preference for someone with a QA and Customer Support Level 4 experience
- Exposure to cloud computing and hosting/maintaining production instances a big plus
-Flexibility to work in 24 * 7 environment
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