Senior Product Support Engineer
- Appnomic
- 5 - 10 years
- Mumbai
- 14 hours ago
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Job Description
Must Have Technical Skills:
Unix, Scripting, Strong Troubleshooting skills, Tomcat, Apache
Role & responsibilities:
- Developing a deep understanding of Appnomic products
- Supporting our customers and partners using our products
- Developing training content and delivering training on our products to customers and partners.
- Troubleshooting technical issues to establish the root cause of problems and form a solution or workaround across a range of environments
- Developing a dynamic team of front-line technical resources who will provide technical assistance, troubleshoot and resolve customer (including internal customers, like pre-sales, sales teams) problems related to our products
- Providing documentation content and participate in online forum support for real-time questions from Appnomic users
- Reproducing customer issues and if necessary file bug reports, escalate cases to engineering, and provide necessary documentation
- Interfacing with engineering on various product issues, and provide the required patches to the customers that resolve their issues
- Creating support tools and building a knowledge base of product issues
- Providing clear & constructive product feedback to Product Management / Solutions teams based on customer requirements
- Documenting best practices in troubleshooting / supporting Appnomic solutions
- You will be goaled on Customer Satisfaction, SLA achievement against targets, gross margin targets
Must Have Skills:
- 4+ years of experience in customer-facing positions as a product support specialist
- Exposure to 1 or more of the following business domains (Must have managed a client in any of the domains listed below, in the career history): BFSI / Ecommerce / Manufacturing
- Excellent project management, team management and customer facing skills
- Ability to understand Application architecture and associated business / IT Operations workflows.
- Good Exposure to workflow automation tool(s). At least must have worked as a user to a Service Desk / workflow / Monitoring tools / Runbook automation tool (CA / BMC / HP / IBM etc)
- Good Exposure to scripting / Programming / Tool Customization
- Understanding of IT Operations (IT Infrastructure and Application operations)
- Must be able to work in a fast paced technical environment and support a product with frequent product releases and regular maintenance updates
Good to Have:
- Strong exposure to business applications running on multiple platforms of Unix & Windows
- Moderate software development or scripting/programming / RDBMS experience and knowledge
- Strong Project Management or ITIL skills
- Must be able to work in a fast paced technical environment and support a product with frequent
- product releases and regular maintenance updates
- Highly developed, process-oriented skills for troubleshooting, problem solving, and problem resolution
- Superior written and verbal communication skills are a must
- Should have good exposure to product support domain.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: AppnomicLocation(s): Mumbai
Keyskills: Unix Websphere Troubleshooting Scripting Tomcat Server RCA Docker Shell Scripting
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