Engineer-Product Support

Dear Candidate, Sakon is hiring for the Engineer-Product Support role. Interested candidates, please share your updated resume at namrata1.navadgi@sakon.com Designation - Engineer - Product Support Job Location: Pune Job Type: Permanent About Sakon: Our journey Sakon offers a SaaS platform and services to optimize enterprise mobility expenses, lifecycles, and support. Integrating data from carriers, HR, MDM, and Finance, it streamlines workflows, provides insights, and ensures accurate reporting. Features include invoice auditing, lifecycle management, 24x7 support, and seamless ServiceNow integration. Additional services like MDM administration and BYOD management enhance operations, driving savings and efficiency. Manage mobile investments confidently with Sakon. Learn more at www.sakon.com. The Value We Deliver SAKON empowers employees with self-service and real-time updates via a branded portal, app, email, chat, or ServiceNow. It streamlines policy management, optimizes costs, addresses usage issues, and integrates data from carriers, MDM, HR, and Finance. SAKON delivers insights, ensures compliance, and drives efficiency across mobile inventory and expenses. Our Vision Sakons vision is to be the leading enterprise communications SaaS Platform and services provider. We will continue to foster and develop a culture that values: Innovation: At Sakon, we foster creativity and curiosity by asking our employees to think big to dynamically improve our products and services. Execution: We encourage employees to take calculated risks and strive for excellence. We have an unrelenting drive for results. Customer Focus: We start by listening and then execute flawlessly to delight our customers. We meet our commitments to our customers and to each other. Integrity: Above all else, we act honestly and ethically and take responsibility for ourselves and our actions. We are transparent in our decisions. Diversity: We value diversity by celebrating each of our unique talents, abilities, and backgrounds, enabling us to create a culture of inclusivity. Role and Responsibilities: Perform analysis and troubleshooting of reported Sakon product issues across all levels (L1, L2) by delivering technical support and guiding them toward resolution. Actively participate in scheduled and impromptu meetings, overseeing application maintenance for production purposes, and devising suitable strategic approaches. Thoroughly document assigned production issues, provide resolutions, and respond to inquiries from clients and internal teams. Foster strong relationships with external and internal stakeholders, including CSMs, SDMs, Development teams, and Database administrators. Initiate troubleshooting for issues, followed by resolution, categorization as a bug or enhancement, and appropriate assignment to relevant teams/resources. Develop and maintain up-to-date Knowledge articles to enhance issue troubleshooting capabilities. Empower internal and external customers with the knowledge to attempt self-issue resolution. Welcome feedback to contribute to the refinement of end-to-end Support processes. Competencies and Key Skills: 1 to 3 years of experience in Application/Product Support domain. Proficient hands-on expertise in SQL, Database management, Web Applications, and Web API. Practical experience using one or more ticketing tools (e.g., JIRA, ServiceNow, Salesforce). Background in customer-facing technical roles, demonstrating proficiency in providing support for software products/stand-alone or Web applications. Capable of working in flexible shifts, including weekends according to the roster, and providing on-call support as needed. Exceptional English reading, comprehension, and writing skills, accompanied by effective communication in English with a neutral or US accent. Demonstrates robust problem-solving, quantitative, and analytical capabilities. Good to Have: Preferably experienced in Windows Server environments, with exposure to .Net, JavaScript, or comparable scripting languages. Total Experience: 1-3 years Work Timing: 12:30 PM - 9:30 PM IST (Afternoon) or 3:00 PM to 12:00 AM IST (Evening) Consent: We will be using your .