Senior Product Support Engineer

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.