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TITLE

 

Senior Systems Engineer, Product Support

COMPANY

 

Appnomic

LOCATION

 

Bangalore, IN

Description

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 Experience 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 Desirable Requirements 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: Databases: 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. Application/Web Servers 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.

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