Senior Product Support Engineer (Delhi)

Must Have Technical Skills: Unix, Scripting, Robust 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. .