Technical Support Engineer II

As a Technical Support Engineer for Analytics solution in Noida, you will play a crucial role in providing technical support for Client Digital Experience Customers. Your main responsibilities will include: - Acting as the first point of contact for customer concerns related to technical issues - Advocating for customers and representing their needs with internal product teams - Providing timely responses and resolutions to technical and product inquiries - Ensuring resolution results are delivered within established Service Level Agreement Guidelines - Maintaining awareness of customer business priorities and key events - Providing proactive issue status updates to relevant parties - Recording and documenting all customer-related issues following established process guidelines - Troubleshooting and qualifying cases before escalating to Engineering - Answering questions regarding product functionality and usage - Troubleshooting implementation problems - Working on high-priority technical issues - Providing on-site assistance as necessary to resolve product issues - Creating product content such as KB articles, whitepapers, and forum participation - Conducting Knowledge Transfer sessions to help reduce escalations To succeed in this role, you will need: - At least two years of experience in a customer support environment, preferably in a high-tech setting - Excellent communication skills, both written and verbal - Ability to systematically and effectively troubleshoot problems while ensuring customer satisfaction within stated service level goals - Strong ability to identify, research, and quantify business problems using statistical analyses on large data sets - Proven ability to diagnose and troubleshoot complex analytic implementation issues - Experience with JavaScript, jQuery, HTML, and CSS - Experience with SQL, database management, data insertion, and reporting APIs (SOAP, REST, and PHP) - Ability to think 'out-of-the-box' to creatively resolve advanced development problems - Debugging customer code - Experience in a wide range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration, and client/server operations - Strong personal organization skills - Ability to multitask and prioritize job requirements As a Technical Support Engineer for Analytics solution in Noida, you will play a crucial role in providing technical support for Client Digital Experience Customers. Your main responsibilities will include: - Acting as the first point of contact for customer concerns related to technical issues - Advocating for customers and representing their needs with internal product teams - Providing timely responses and resolutions to technical and product inquiries - Ensuring resolution results are delivered within established Service Level Agreement Guidelines - Maintaining awareness of customer business priorities and key events - Providing proactive issue status updates to relevant parties - Recording and documenting all customer-related issues following established process guidelines - Troubleshooting and qualifying cases before escalating to Engineering - Answering questions regarding product functionality and usage - Troubleshooting implementation problems - Working on high-priority technical issues - Providing on-site assistance as necessary to resolve product issues - Creating product content such as KB articles, whitepapers, and forum participation - Conducting Knowledge Transfer sessions to help reduce escalations To succeed in this role, you will need: - At least two years of experience in a customer support environment, preferably in a high-tech setting - Excellent communication skills, both written and verbal - Ability to systematically and effectively troubleshoot problems while ensuring customer satisfaction within stated service level goals - Strong ability to identify, research, and quantify business problems using statistical analyses on large data sets - Proven ability to diagnose and troubleshoot complex analytic implementation issues - Experience with JavaScript, jQuery, HTML, and CSS - Experience with SQL, database management, data insertion, and reporting APIs (SOAP, REST, and PHP) - Ability to think 'out-of-the-box' to creatively resolve advanced development problems - Debugging customer code - Experience in a wide range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration, and client/server operations - Strong personal organization skills - Ability to multitask and prioritize job requirements