Technical Support Engineer

Experience: 4-6 Years Apply now
Location: Hyderabad

The Opportunity

  • Are you passionate about digital transformation?
  • Are you a problem solver?
  • Do you thrive in execution challenges and attention to detail?

WE ARE:

An Omni-Channel digital transformation platform product plus services company serving Telco, Media, and Hi-Tech industries in the USA, India, and the Middle East. Our PaaS platform and its SaaS applications reach millions today.

Our Mission:

Constant Value creation vide innovation, creativity, and tenacious determination.

The Role:

Key Responsibilities:

  • Taking ownership of customer issues reported and seeing problems through to resolution
  • Understand, interpret, reproduce, and diagnose issues reported by the customers.
  • Researching, troubleshooting and identifying solutions to resolve product issues
  • Should be able to handle voice calls, emails and online web sessions with the customer as part of technical troubleshooting
  • Should exhibit patience and empathy while working with customer with an aim to drive positive customer experience
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Following standard procedures for submitting tickets to the engineering team for further investigation of unresolved issues
  • Contributing actively towards knowledge base articles
  • Adherence to strict SLA’s
  • Ready to work in early morning, general and afternoon shifts, including weekends, on rotation basis
  • Should demonstrate an aptitude and appetite for learning newer technologies while expanding on the core knowledge
  • The engineer should be available to work in the late evening shift (4pm - 1am) if required.

Basic Qualifications

  • 0-4 years of experience in an instructional design role.
  • Good written and verbal skills.
  • Bachelor’s Degree or Master’s Degree in education.
  • Experience in developing ILT/eLearning materials (here a work sample should be requested as part of the hiring process).
  • Experience collaborating with global stakeholders and SMEs.
  • Experience explaining complex topics to a novice audience.
  • Demonstrated working knowledge of eLearning development tools such as Adobe Captivate.
  • Expertise in Microsoft Office applications including PowerPoint, Word, Excel

Primary skills:

  • 1-3;3-8 years of relevant experience.
  • Strong technical knowledge on:
    • Cloud Technologies – AWS, Azure etc.
    • Databases – SQL, Oracle, MySQL etc.
    • Operating Systems – Linux, Windows etc.
    • Networking – Basic networking concepts and troubleshooting
    • Programming knowledge – Java, Python (Desirable, not a must has) o Prior experience with REST and SOAP calls.
  • Excellent communication skills – English written and verbal
  • HTTP technology and principles, including REST and SOAP principles (Required)
  • JSON & XML Data formats (required)
  • Javascript Regular Expression (Good to have)
  • Good understanding of networking protocols and applications (TCP/IP, proxies, load balancing, firewalls, etc.) (Required)
  • Working knowledge of database technologies and SQL (Required)
  • In-depth familiarity of Linux (Required) (advanced user; sysadmin experience a bonus, but not required)
  • Strong analytical and logical reasoning for technical troubleshooting
  • Ability to collaborate with cross-functional teams – Dev, QA, Infrastructure teams etc.
  • Should be a team player who keeps team’s success before individual achievements
  • Knowledge on data integration (Informatica/ Mulesoft))

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