Solutions Support Engineer-L2 @ Elixr Labs

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Solutions Support Engineer-L2

Elixr Labs
7 - 10 years
Hyderabad
2 months ago
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Job Description

Here are some key aspects of the role: Responsibilities

1. Technical Support

Responsible forftechnicalfcustomer support experience within the Elixr products

Own, troubleshoot, and solve customer technical issues using collaboration, troubleshooting best practices, and transparency within and across teams

Identify cases that require escalation (either technically or strategically)

Create, maintain, and coordinate incident management requests to product or engineering

Design and implement solutions that scale the support offering through automation

Participate in on-call rotation for after-hours, holiday, and weekend support coverage

Collaboration with Development Teams : Working closely with product development, engineering, and IT teams to resolve product-related issues and improve solutions.

Incident Management : Coordinating the investigation and resolution of critical incidents, ensuring minimal downtime and disruption to the business.

Be flexible to work in different shifts which would span across Global business hrs.

2. Solution Implementation and Support

Solution Implementation : Ensuring the successful deployment of products or services to clients, helping to customize solutions as necessary.

Customer Support : Providing support to customers, troubleshooting, and resolving issues related to the implementation of technical solutions.

Documentation : Creating and maintaining technical documentation, including troubleshooting guides, knowledge base articles, and support resources for customers.

3. Problem Resolution

Root Cause Analysis : Identifying the root cause of recurring issues and working towards long-term solutions.

Performance Monitoring : Monitoring and assessing the performance of systems to ensure that solutions are operating optimally.

4. Communication and Client Management

Client Interaction : Interfacing with customers to understand their issues, understand their needs, provide updates, and manage expectations.

Cross-Functional Communication : Bridging the gap between technical teams and non-technical stakeholders, ensuring effective communication and understanding.

5. Continuous Improvement

Feedback Loop : Gathering feedback from clients and support engineers to help improve the solution, support processes, or product features.

Training and Development : Continuously improving the skills of the support team and ensuring that the team is well-versed with the latest technologies, solutions, and tools.

6. Technical Skills and Qualifications

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: Engineering - Hardware & Networks
Role Category: IT Network
Role: Network (Support) Engineer
Employement Type: Full time

Contact Details:

Company: Elixr Labs
Location(s): Hyderabad

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Keyskills: project management iso quality control process improvement root cause analysis change management customer support kaizen technical support quality management incident management quality assurance troubleshooting communication skills

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Current / Recent Company (*)

Experience (*)

Expected Salary (*)

Desired Industry (*):

Functional area / Department (*):

Enter Skills (key skills, subjects, technologies & roles to use in search)

Write briefly about yourself, your experience and education (*)

Attach ResumeMax 2.38 MB (RTF, PDF, DOC, DOCX formats only parsed)

Please, check the file size and type.

Add social media [ + ]

Create password

I agree with website service terms and conditions

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Solutions Support Engineer-L2 @ Elixr Labs

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