Description
We are looking for excellent L2 / L3 Tech support engineers to help drive adoption of ConstructivIQ product
Job Title
Software Engineer
Team
Engineering: Tech support
Job Location
Pune
Permanent / Contract
Permanent
Work Timings
Late evenings / Early mornings
Travel (Yes/No)
No
Total Experience
5 years
Relevant Experience
5+ years
Job Description
- Analyse & learn ConstructivIQ products and provide technical support.
- Perform effective triaging of the issues, identify underlying technology problem including configuration issues, data issues, infrastructure issues or code issues
- Own end to end resolution of issues irrespective of which team eventually fixes it
- Lead & mentor junior team members to help resolve critical issues
- Maintain Daily report of Tickets received and Resolved
- Logical thinker, Good analytical and problem-solving skills
- Updating self-help documents so customers/employees can try to fix problems themselves
- Help improve end to end Support processes
- Participate in periodic meetings and maintain all applications in the production environment
- Maintain effective relationships with various system administrators and development teams.
Skill Sets
- 5+ years of technical support managing Enterprise & SaaS products
- Excellent problem-solving skills with ability to creatively provide solutions
- Strong analytical/fault finding/diagnostics/trouble-shooting skills.
- Detail oriented, well organized, and able to coordinate multiple projects simultaneously.
- Strong fundamental, analytical and conceptual thinking skills.
- Must have a strong ability to self-manage and prioritize.
- Must be able to work well with other team members and co-workers across multiple locations in varied time-zones covering US day time
- Strong work ethic with a passion to delight customers
- Experience with Unix/Linux environment with technical skills in Node.js/React, RDBMS and ITIL processes is important.
- Experience with JIRA, TFS, Trello, Remedy, ServiceNow or any other Service Desk application.
- Excellent written and verbal communication skills
- Bachelor’s Degree in Computer Science or equivalent experience.