Technical Support Engineer

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 SLAs 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. Primary skills: 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 teams success before individual achievements Knowledge on data integration (Informatica/ Mulesoft) 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 SLAs 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. Primary skills: 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 teams success before individual achievements Knowledge on data integration (Informatica/ Mulesoft)