Product Support Engineer
Implementation engineer & technical specialist working with strategic clients of AppOne
Company – Appnomic Systems
Location – Bangalore
Status – Full Time, Employee
Job Category – Customer Support
Relevant Work Experience – 3 to 6 Years Plus
Career Level – Mid-Level
Education Level – Engineering
Reports to – Product Support Manager
As a Product Support Engineer you will be responsible for
Developing a deep understanding of Appnomic products
Supporting our customers and partners using our products
Provides L-1 / L-2 technical support and monitors day to day Customer incidents reported in form of Tickets and Emails.
Strives to meet availability and Mean Time To Recovery (MTTR) objectives.
Monitors all incidents/issues until the application services return to normalcy.
Troubleshooting technical issues to establish the root cause of problems and form a solution or workaround across a range of environments
Reproducing customer issues and if necessary file bug reports, escalate cases to engineering, and provide necessary documentation
Assists the Field Team with deployment of new releases and sustaining technology for internal and external customers.
Responds to Incident, telephone calls, emails, and personnel requests for support in a timely and courteous manner.
Provides initial triage of problems impacting our monitoring ability of the Clients Infrastructure and determine problem source and provides resolution if possible.
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
Providing documentation content and participate in online forum support for real-time questions from Appnomic users
3+ 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 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 /JIRA / etc)
Should have worked on troubleshooting application issue tickets and providing RCA to user within SLA time
Should have performed the activities related to health check of applications and uptime Reports Should have performed activities to resolve incidents and service requests, or escalate as per escalation matrix
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
Strong ITIL skills
Strong exposure to business applications running on multiple platforms of Unix & Windows
Expertise in working on various versions of Linux, Unix (AIX, HPUX, Solaris) and Windows operating systems.
Moderate software development or scripting/programming / RDBMS experience and knowledge
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.
Ability to understand the Application Performance behavior.
Working knowledge of a wide range of technologies including:
Oracle, MySQL, Cassandra, MSSQL, DB2
Ability to write quires in MySQL to perform multiple operations to pull data from multiple tables, back up, restore.
Preferable: Install, Uninstall and maintenance of the database.
Apache, Oracle/IBM HTTP Servers, Tomcat, IBM Websphere, Oracle Weblogic, Resin, JBoss etc.
Understanding on the overview of the Application
Preferable: Install, Uninstall and maintenance of the applications.
Awareness of network protocols such as TCP/IP, WINS, DHCP, DNS, SNMP, FTP, HTTP, SMTP, etc.
Local (LAN) and Wide Area networks (WAN)
Basic Knowledge on Network concepts like Switches / Routers / Firewalls / VPN’s.