Track issues encountered and respond according to reasonable SLAs
Triage, evaluate and recommend short-term and long-term solutions to customer issues that have been identified as a product development defects.
Recommend to product development teams areas of improvement in performance and feature capabilities that will improve our customers successful use of our products.
Add/Update the support documentation and assist with the training material
Contributing to developing and enhancing the Support monitoring and automation scripts/tools.
Deliver innovative solutions to complicated business problems.
Technical contributor to software projects related to Support (like: Automation etc)..
Understand and keep up to date on the latest product functionality, its dependencies, the underlying technology stack and their operational impact
Monitor and manage back-end batch processes to ensure application uptime requirements
Work with a cross functional team to understand the root cause of issues reported and suggest alternate options where appropriate
COMPETENCIES
Required:
Strong relational database skills are essential. Should have written complex queries and scripts for a database such as MySql, MSSql, MongoDB or Oracle
Experience with shell scripting on UNIX platforms
Experience in developing and enhancing the Support monitoring and automation scripts/tools.
Knowledge and experience in using restapi
Experience with Kafka connectors
Experience with AWS Storage, Database and tools like S3, Dynamo and CloudWatch
Familiarity with the Software Development Lifecycle
Experience with job schedulers, monitoring tools and log processing tools
Working closely with the development team to continuously improve the automated claim reflow processes.
Strong verbal and time management skills
Detailed, organized and results oriented
Ability to effectively prioritize and escalate customer issues as required
Ability to multi-task and perform effectively under pressure
Demonstrated analysis, problem solving and skills troubleshooting expertise
Aptitude to get up to speed with new products quickly.
Preferred:
Should enjoy researching challenging problems and suggesting solutions
Experience working in a start-up environment
Previous experience working with Digital Advertising, Online Publishing or Interactive Media companies
EDUCATION, CERTIFICATION AND EXPERIENCE
Bachelor s degree in Computer Science/Engineering/Math or in a relevant field
Technical focus preferred
Experience working with Internet products (SaaS) and technologies
3+ year(s) experience supporting software products with external customers