Associate Support Engineer

• Engaging voice, email, and chat based technical support
• Conduct online demos, implementation and customer training.
• Troubleshoot and provide support to customers on Applications developed on Angular, Java, Spring, Fusion.
• In this role you would be responsible for day to day maintenance of servers/ applications. You would also often act as the first line of support for internal applications while fixing bugs, developing and deploying small components of code.
• Logging and keeping records of various issues to help the team prioritize fixes and automations, along with measuring the product quality.
• Documenting troubleshooting and problem resolution steps.
• Monitor alerting channels, analyze problems, diagnose and do occasional code fixes with low to medium complexity.
• Taking ownership of technical issues and working closely with developers to resolve more complicated problems.
• Work closely with product and developers to enhance the quality of existing products.
• Resolving escalated customer complaints without the need for team lead intervention.
• Address urgent issues quickly, work within and measure against customer SLAs.
• Automate scripts / tasks for reporting and maintenance; and build anomaly detectors and alerting wherever applicable.
• Develop smaller complexity features/enhancements in existing products.
• Perform in-depth research and identify sources of production issues surrounding the application.
• Work closely with business in managing day to day issues, resolve user queries.
• Perform daily health checks of the application, job schedules and infrastructure supporting the application.
• Develop and facilitate monitoring systems to identify issues before they happen.
• Reproduce technical issues and work with Engineers to resolve them, by either establishing a workaround or a solution.
• Support critical platform deployments.

Preferred Skills:

• Must have good knowledge in spoken and written English
• Strong demonstrated analytical, creative problem-solving skills and debugging skills
• Have a good understanding of the technical coding to analyze the issue.
• Knowledge of Windows / Unix / Linux based systems.
• Being able to creatively come up with solutions for various problems and implement them.
• An in-depth understanding of the different products and ability to navigate through the code to debug and small fixes.
• Excellent analytical and logical thinking.
• Quick troubleshooting and diagnosing skills.
• Hardworking with strong work ethics.
• Should be comfortable working in shifts on weekends.

Good To Have :

• Prior production support experience.
• Prior programming experience (Angular, Java, Spring, Fusion or any languages)