Senior Technical Support Engineer - SK

Plans and performs technical activities to service the customer and brings expertise to customer site on a need basis
Plans and executes technical tasks requiring specialist skills in their professional area
Works independently with the responsibility for solving customer request cases and reporting according to processes
Identifies and solves technical problems. Shares knowledge in own professional area

Position Description:
As a Senior Technical Support Engineer, you are the expert technical interface between Netradyne customers, Netradyne technical support, and development teams
Your responsibilities include working directly with customers at a technical level to diagnose, reproduce, and resolve in-field software and hardware issues
Resolve simple and complex customer technical issues either on-site or via telephone, chat applications, or other remote applications
Research customer technical issues promptly and follow up directly with the customer with recommendations and action plans
To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills, and be someone who embraces challenges

Mandatory Skills:
6-8 years of hands-on experience primarily on SaaS Cloud-based products
Excellent communication, influencing & conflict resolution skills
Development or scripting hands-on experience (Ex: Java, Python, Perl, Shell, etc.)
Good experience in working with different DBs (Ex: Oracle, SQLServer, Postgres, etc.)
In-depth knowledge of the architecture of current/previous projects
Strong domain knowledge of Web technology and Internet Domain
Experience in Analyzing, investigating, and identifying the root cause of complex customer issues, and communicating findings to the relevant group for resolution
Working experience on ITSM and Project Management tools (Ex: BMC Remedy, ServiceNow, Salesforce, JIRA, etc.)
Experiencing in handling monitoring alerts and critical incident management processes
Experience in working with cross-functional teams to meet SLAs
Experience in working with the Global team/Multi-Cultural Environment
Must be Flexible to work in shifts

Skills Good to have:
Familiarity with cloud technologies (Microservices, Containers, Messaging, Kubernetes, Docker)
Networking & system-level troubleshooting
Familiarity with REST API programming will be an added advantage
Good knowledge of the AI/ML concepts