Technical Support Manager

JD for the position:

Experience - 8-12 Years

Job Description:

• 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 Staff 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:

• 8-12 years of hands-on experience primarily on SaaS Cloud-based products
• Excellent communication, influencing & conflict resolution skills
• Excellent hands-on working experience in Rest API programming and webhooks
• 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
• Good knowledge of the AI/ML concepts