Senior Technical Support Engineer
- Insightsoftware
- 2 - 6 years
- Hyderabad
- 14 days ago
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Job Description
Senior Technical Support EngineerWorking Timings:Ready to work as per eastern shift timings, (5:30 PM to 2:30 AM IST)Work from office - Hyderabad location.(Hybrid)ResponsibilitiesManage large amounts of incoming emails regarding software supportInteract with customers, partners, and internal teams to provide advice and assistance and achieve customer satisfaction.Logically deduce root cause and find workarounds and solutions to issuesIdentify, analyze, and document product bugs and fixes relating to the Product functionality, databases, application servers, and new technologies for product management and engineering teamsComplete or assist with customer product installs as neededMeet personal Productivity, Efficiency, and Quality metricsPrioritize and resolve issues of the highest technical and business severityHandle customer complaints and provide appropriate solutions and alternatives within time limits; follow up to ensure resolution including identifying workarounds and communicating those to customersKeep accurate records of customer interactions by documenting them in SalesforceCommunicate with Product Management and Development Teams in JIRAQualifications/ Requirements
Technical Requirements:Previous technical support experience.High proficiency in Microsoft Word, Excel, and PowerPointCandidate should have skills/knowledge on SQL (exMS SQL Server, MySQL, Postgre SQL), general experience with any Data Analytics, Data Cubes.Ability to understand and troubleshoot complex systemsAbility to extract meaningful information from Customer communications to understand customer intent and identify the customers technical issue.Basic Networking knowledge (TCP/IP, DNS, SSL etc.)Understanding of Windows client and server environmentsNice to have:Previous experience working with Salesforce.Previous experience working with JIRA.Basic technical SQL knowledge.Basic Oracle and/or SAP knowledge.Experience with software installations, network operations, and software supportKnowledge of SQL Server (i.e. able to do admin tasks such as backup/restore, understanding SQL/triggers/stored procedures etc.).Understanding and experience with Microsoft IIS.Understanding and experience with SQL Server Analysis ServicesWindows general troubleshooting understanding Event Viewer logs, Windows Installer errors and logs, using the Registry Editor etc.Communication skills:Ability to communicate correctly and clearly with both internal team members and external customers.Native or equivalent English proficiencyExcellent written communication skills.Valued Traits:Highly motivated and driven to perform at the highest level.Natural curiosity and willingness to learn and understand issuesShows pride in producing quality deliverables.Always being punctual and professional internally and with customers.QualificationsEducation Requirements:Bachelors Degree (CSE, IT) or MCAAdditional Information** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located . **Background checks are required for employment with insightsoftware, where permitted by country, state/province.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: InsightsoftwareLocation(s): Hyderabad+ View Contact
Keyskills: tcp ip sql server sql cube oracle data analytics sap customer complaints dns networking ssl software installation salesforce application server technical support postgresql software support troubleshooting mysql network operations root cause jira
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