The Technical Support Engineer is responsible for delivering quality software support to customers and partners, in accordance with departmental goals and objectives for quality, response and resolution times, and customer satisfaction. The Technical Support Engineer routinely acts independently while researching and developing solutions to customer issues and assists others in problem solving with his/her specialty knowledge.

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RESPONSIBILITIES

• Provide technical support for assigned complex system level software products. This includes prioritization, analysis, and resolution of problems of     diverse scope requiring an evaluation of identifiable factors.
• Effectively manage customer escalations associated with complex problems reported in software Apptium products to ensure that end result is high level of customer satisfaction.
• Independently define and drive analysis and research of more difficult technical customer problems. Involve appropriate resources in a manner that     conserves staff time and yet provides resolution and consistent customer communication in a timely manner.
• Root cause analysis on the issues reported by customers by analyzing the diagnostics available, such as the product logs, source code, network logs, server utilization and DB reports to provide RCA and solutions for issues related to product purchases & activation, billing discrepancies and life cycle management.
• Validate product bug fixes to ensure regression-free solution and product functioning per specifications.
• Have a documented troubleshooting plan in place for each request and communicate progress against the plan to the customer via frequent and regular status updates. Plans should include Service Request Tracking System notes documenting environment, problem description, analysis, next steps (with     task owners and dates), and a comprehensive solution description.
• Develop and maintain specialized test environments to facilitate the reproduction and verification of solutions to technical problems.
• Collaborate with R&D and other internal stakeholders during product problem resolution cycle.
• Define and report on product supportability and readiness issue during the product life cycle.
• Assist in the scheduling of team resources. Identify continuous improvement activities that will enable effective and efficient technical support to our customers. Provide after-hours coverage as needed. Lead in team training for new products or product releases and develop technical papers.
• Demonstrate initiative in acquiring expertise in one or more product families within or across product lines on multiple platforms, along with supporting     technologies. Develop product experience by installing, testing and using software Apptium products and attending formal and informal classes.

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QUALIFICATIONS & REQUIRED SKILLS‍

• Bachelor’s Degree or higher in fields such as Computer Science, ComputerEngineering or equivalent professional experience.

• 2-5 years of relevant experience.
• Strong coding experience, preferably in Java or GoLang, knowledge of SQL and relational databases, experience with diverse operating systems, Linux - preferred.
• Knowledge on cloud infra structure – AWS or GCP or Azure.
• Experience in JIRA or equivalent ticket management system, Confluence or equivalent document management system, Logs and server monitoring.
• Strong communication skills.
• Aptitude for complex technical problem solving.

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