Senior Engineer - Software Support

The Senior Software Support Engineer is responsible for providing technical assistance and support to our customers 24/7/365. This role requires excellent communication skills, problem-solving abilities, and a deep understanding of the GO Software ecosystem running the Warehouse operations. Responsibilities include Technical Support, Critical Issue Resolution, Training Documentation, System Monitoring, and Collaboration with internal and external stakeholders. Tech Skills required are LINUX, GRAFANA, INFLUX DB, POSTGRES DB, MYSQL, SHELL/PYTHON SCRIPTING, and anything else used in GreyMatter SW. In summary, Software Support is crucial in ensuring user satisfaction and resolving software-related issues. They collaborate with various teams, provide technical assistance, and contribute to improving software applications. Strong technical knowledge, problem-solving skills, effective communication, and customer focus are essential in this role.

GreyOrange seeks a talented and motivated TSE to support external customers for warehouse automation industry products. He will provide level 3 support for allocated product lines per decided SOPs.

You are also responsible for sharing knowledge within the client service team and relevant feedback with RD.

Responsibilities:

Responsible for efficiently handling and resolving technical issues passed on by L2.

Ensure timely and effective action as per decided workflow basis priority and severity for each ticket.

*Should ensure maximum issues are resolved without L4/RD involvement.

*Should ensure adherence to committed SLAs for each reported issue.

*Should follow ticketing SOPs and ensure tickets are generated for RD with all relevant technical details captured for every issue.

*Should follow internal escalation matrix based on severity and resolution time.

*Should ensure all relevant site-specific technical documentation and documentation regarding new product lines and/or features are accurately captured from RD and shared with Client Service team.

*Should support CSMs in developing an eminently capable and technically competent team of assistant client service managers and service engineers.

*Responsible for creating and monitoring software and hardware component-wise reliability metrics for each installation.

*Should develop a framework to predict potential/future failures and ensure requisite preventive measures are taken

Required :

*Engineering graduate with at least 6 months of experience in a 24*7 Software Support role.

*Experience with Linux/Unix

*Experience with SQL

*Experience with scripting - Python/Shell.

*Must have strong communication skills.