Technical Support Engineer
- Servicemax
- 3 - 6 years
- Noida, Gurugram
- 2 months ago
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Job Description
Primary Responsibilities (consist of, but not limited to the following) :
- Ensure customer success by owning customer issues, advocating on their behalf to meet or exceed expectations.
- Develop and provides solutions and/or workarounds to resolve difficult/complexed technical issues.
- Work cross-functionally with peers, developers, product owners, management, and other departments to develop and deliver successful customer solutions.
- Assist with leading critical customer escalations, when needed.
- Ensure continuous knowledge transferring and customer self-help; by documenting developed solutions that are aligned with our KCS best practices and standards.
- Take responsibility for continuous improvement and self-development by participating in training/workshops as required.
- Manage assigned cases; utilizing Sales Force to monitor, document, and resolve customer issues.
- Adhere to, Practice, and support ISO 9001 standards and best practices.
- Provide backline support by collaborating, assisting, and sharing knowledge with local and cross functional teams as needed.
- Work with peers worldwide to provide first class support for mission-critical customer issues.
- Provide peer coaching/mentoring and deliver technical training when needed.
Core Competencies:
- High composure and confident - ability to handle enterprise clients, while navigating difficult customer situations
- Ability to negotiate, provide alternatives, build consensus, and set proper expectations
- Ability to self-manage and work with autonomy
- Good decision-making abilities
- Strong written & verbal communication
- Good Time-Management skills
- Experience working with Content Management, Page Layout, and Publishing software
- Experience working within Windows Operating Systems (Desktop and Servers)
- Experience with Open-Source Technology, such as Apache Web-Server & Tomcat
- General understanding of Web-based languages such as XML/XSL/HTML
- General understanding of network protocols (FTP, TCP/IP, DNS)
- General understanding of cloud platforms such as Azure, AWS, and cloud security protocols.
Criteria:
- The availability to work outside regular business hours and willingness to support weekend shifts when scheduled.
- Must have or be able to obtain a Security Level Clearance
- Exposure to implementations, customer service/support, consulting, or development in enterprise business applications.
- Good troubleshooting and diagnostic ability, tuning and/or changing complex applications to optimize the product to perform to customer expectations.
- Exposure to enterprise application suites (networks, database configuration, server configuration)
- Able to develop a coherent plan of action that meets everyone s needs to resolve a given situation as quickly as possible.
Ideal candidates will have a bachelor s degree in computer science, Information Systems, or Engineering; with 3+ years of work experience in a technical role.
Job Classification
Industry: Software ProductFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: Network (Support) EngineerEmployement Type: Full timeContact Details:
Company: ServicemaxLocation(s): Noida, Gurugram+ View Contact
Keyskills: Tomcat XML Consulting DNS HTML Windows Apache Troubleshooting Open source Technical support
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