Senior Engineer - Software Support
- GreyOrange
- 1 - 2 years
- Noida, Gurugram
- 10 months ago
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Job Description
- The Senior Software Support Engineer is responsible for providing technical assistance and support to our customers 24/7/365
- This role requires excellent communication skills, problem-solving abilities, and a deep understanding of the GO Software ecosystem running the Warehouse operations
- Responsibilities include Technical Support, Critical Issue Resolution, Training Documentation, System Monitoring, and Collaboration with internal and external stakeholders
- Tech Skills required are LINUX, GRAFANA, INFLUX DB, POSTGRES DB, MYSQL, SHELL/PYTHON SCRIPTING, and anything else used in GreyMatter SW
- In summary, Software Support is crucial in ensuring user satisfaction and resolving software-related issues
- They collaborate with various teams, provide technical assistance, and contribute to improving software applications
- Strong technical knowledge, problem-solving skills, effective communication, and customer focus are essential in this role
- GreyOrange seeks a talented and motivated TSE to support external customers for warehouse automation industry products. He will provide level 3 support for allocated product lines per decided SOPs.
- You are also responsible for sharing knowledge within the client service team and relevant feedback with RD.
Responsibilities: Responsible for efficiently handling and resolving technical issues passed on by L2.
Ensure timely and effective action as per decided workflow basis priority and severity for each ticket.
*Should ensure maximum issues are resolved without L4/RD involvement.
*Should ensure adherence to committed SLAs for each reported issue.
*Should follow ticketing SOPs and ensure tickets are generated for RD with all relevant technical details captured for every issue.
*Should follow internal escalation matrix based on severity and resolution time.
*Should ensure all relevant site-specific technical documentation and documentation regarding new product lines and/or features are accurately captured from RD and shared with Client Service team.
*Should support CSMs in developing an eminently capable and technically competent team of assistant client service managers and service engineers.
*Responsible for creating and monitoring software and hardware component-wise reliability metrics for each installation.
*Should develop a framework to predict potential/future failures and ensure requisite preventive measures are taken Required :
*Engineering graduate with at least 6 months of experience in a 24*7 Software Support role.
*Experience with Linux/Unix
*Experience with SQL
*Experience with scripting - Python/Shell.
*Must have strong communication skills.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Software & QARole Category: Software DevelopmentRole: Software Development - OtherEmployement Type: Full timeContact Details:
Company: GreyOrangeLocation(s): Noida, Gurugram+ View Contact
Keyskills: Unix Automation Linux Software support MySQL Software Engineer Technical support SQL Python
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