Senior Technical Product Support Engineer

We are looking for a Senior Technical Product Support Engineer to assist our clients with technical problems when using our products and services. Support Engineer responsibilities include resolving client queries, recommending solutions and guiding product users through features and functionalities.

What Youll Do In This Role

• Youre the first and most important contact person for our clients with regards to any issues, product feature change request, or inquiries.
• Proactive monitoring of the issues reported by clients on various channels such as email, phone, chat, or support portal.
• Identify and analyze the reported issues on priority basis, troubleshoot and resolve them with utmost client satisfaction.
• You will be taking ownership of technical issues, understanding customer requirements and workflow.
• Working with various teams to resolve issues and cater clients feature change request.
• Strong acumen to propose any workarounds to the client for any breakage in product or services.
• Document issues reported by clients in the ticket which can serve the purpose of repository or considered as details for escalating issues internally.
• Provide timely and relevant updates to clients on movement of their issue or development in their requirements.

• 2-5 years of relevant work experience in Software Technical Support.
• Understanding of Linux Server and sound knowledge of the command lines.
• Acumen to do log analysis on Linux Server, debug the error/exceptions found in the servers.
• Basic knowledge of Networking Hardware - Switches, Routers, AP & Firewalls.
• Knowledge of databases like MySQL, MongoDB to fetch data through SQL query.
• XML/JSON, Postman understanding will be an added advantage.
• Server Health monitoring using enterprise tools like Grafana, Prometheus, Nagios.
• Basic understanding of serial communication and device automation and API integrations.
• You should be flexible to work in rotational shifts, including weekends and public holidays.
• Hands-on knowledge of service desk software like Jira and Zoho Desk.

• Working experience on Hospitality Software Products, or IT support in standard hotels.
• Hands-on experience on remote deployments through RunDeck or similar tools like Chef, Salt would be an added advantage.
• Understanding of Networking standards such as - TCP/UDP, IP Routing, Bonding, VLANs, Bridging, DHCP, DNS, FTP, SSH, IP Routing Troubleshooting, Packet Loss/Jitter.

• Youre a confident person, with good communication skills, and wear a go-getter attitude.
• Team player with positive attitude and knack to learn anything that come your way.

• Interesting and challenging work in mid-size and fast-growing company.
• Exciting projects involving cutting edge technologies (Artificial Intelligence, IoT, Voice Technology, Virtual Reality).
• Professional development opportunities.
• Modern and comfortable office facilities.
• Excellent benefits and compensation package.
• The company is all about new technologies. Dont restrict yourself to the ongoing developments other than that you can come up with your new ideas and will be appreciated.