Senior Member Technical Staff (L3 Product Support- Java, SQL)

problem-solvingand and Senior Member Technical Staff (Java- Product Support )

As a Senior Member Technical Staff, you will provide Product support and guidance to customers working with the Model N Revenue Management suite, post-implementation. This includes diagnosis of issues, providing workarounds, hot fixes and testing them.

The technology in use at Model N is servlet-based Java, running on AWS, using an Oracle database. We have a full-featured persistence framework based on XML specifications and implemented in Java. We also have a full-featured application component system, also based on XML specifications, and implemented in Java. We make extensive use of Java, XML, SQL, and JavaScript.

Job Responsibilities

• Work closely with fellow support team members in India and United States to provide excellent customer support across multiple Model N customers
• Work directly with staff in product development, and product management who may be involved in specific cases reported by customers.
• Use systematic methods to triage, research, diagnose, and provide workarounds or solutions to both technical and functional issues with the product.
• Provide feedback internally on root causes, issue patterns, and recommended changes to processes, tools, and configurations to improve the overall customer experience with the product.
• Adhere to agreed response time and resolution time SLAs.
• Update case records in the online support case tracking tool in a timely fashion with appropriate detail
• Document, develop and review content for knowledgebase.
• Help test problem resolutions and defect fixes.

Job Requirements

• Overall 4-8 years of IT experience in providing Product support (L3 Critical product issues, Coding fixing) for packaged enterprise-level software to large corporate clients (preferably Global 2000)
• Java development, Multithreading, Collections experience
• Strong SQL skills including hands-on experience with Oracle and/or SQL server.
• Experience with web-based technologies HTML, XML, CSS, jQuery, JavaScript
• Experience with UNIX, Linux, Windows and MS Office Tools
• Ability to grasp new concepts quickly, and excellent problem solving skills
• Strong debugging, coding Fixing skills
• Ability to multi-task and work on multiple critical and high cases/tickets at the same time
• Good written and spoken English skills
• Excellent interpersonal skills
• Ability to troubleshoot overall performance issues involving database, application, and reporting servers is a plus
• BE/BTech or ME/MTech