Support Engineer

Job Summary :

As a member of the global support team, you will help debug and solve problems that may arise during the implementation of complex solutions by external and internal customers using our products. You will be responsible for gathering information about the reported problem, researching for known problems and workarounds, establishing the configuration and steps to reproduce the problem, and recreating the problem in a lab environment.

Once the problem is understood, you are also responsible to identify workarounds or to collaborate with engineering to get a fix or a patch to the client as needed to keep their systems operational. This role requires a lot of focus on problem solving and innovative thinking. Identifying solutions by understanding the problem requires a great deal of technical expertise so you should have the appetite to hone your existing skills and learn new ones as you continue working on some of the most challenging customer problems.

You will be joining a team where colleagues with different competencies work closely together to solve challenging tasks. There are always engaged people with lots of commitment and energy around you. You will find an energetic, welcoming and informal work environment that supports collaboration and creativity to make success happen. Many of us choose to stay here for a long time.

Note : This is Complete Night shift job ( Shift Time- 9PM - 6AM IST)

Location : Pune, Bangalore, Chennai, Hyderabad

Experience : 2-5 Years

Job Mode : Full Time

Responsibilities and Duties :

• Provide phone/email/video consultation to debug customer problems of low to medium complexity.
• Develop excellent communication skills (phone/email) to provide support to the customer base.
• Mentor the Associate Support Engineer (IC1) for technical help on Product related issues.
• Understand the product issues reported by the customer and reproduce it locally in the support lab.
• Provides prompt and accurate feedback to customers.
• Work with the senior members in the group to provide workarounds for the customer reported issues.
• Escalate issues to senior members in the group when unable to overcome obstacles.
• Learn from escalated issues and avoid repeated escalations of the same problem type.
• Attempt to provide workarounds where applicable to help reduce the need or urgency for Change Requests.
• Create Change Requests (CRs) for the defects/enhancements reported by the customer.
• Create Knowledge Base articles (FAQ/Solutions) for the Service Requests that have repeat value.

Qualifications and Skills :

• Bachelors/Masters degree in Computer Engineering, Computer Science, or equivalent (BE/ME/MCA) with 3-5 years of relevant IT experience.
• Good troubleshooting and analytical skills
• Good knowledge of programming languages (JAVA/ C/ C++/.Net) and debugging skills.
• Good understanding of Unix and Windows operating systems and ability to simulate / debug problems on these.
• Working knowledge of several of these technologies: J2EE, JMS, XML/XPATH, Web services, web development, app/web servers, networking, TCP/IP, HTTP, SOAP will be an added advantage.
• Working knowledge of Open source messaging technologies like Apache Kafka, Pulsar, MQTT etc.
• Good knowledge of databases (Oracle /SQL server / DB2) and proficiency in writing / analysing SQL queries.
• Excellent verbal and written communication skills
• Enjoys working with people
• Strong customer-orientated attitude
• High level of personal motivation
• Proven capability to own, drive and take responsibility
• Ability to work in an international multi-site environment
• Nice to have (any of these) :

- Knowledge / experience of Cloud technology e.g. AWS, Azure, etc.

- Knowledge of application security/Web services security.

About Encora :

Encora is a global company that offers Software and Digital Engineering solutions. Our practices include Cloud Services, Product Engineering & Application Modernization, Data & Analytics, Digital Experience & Design Services, DevSecOps, Cybersecurity, Quality Engineering, AI & LLM Engineering, among others. At Encora, we hire professionals based solely on their skills and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.