Senior Support Engineer

We are hiring for Senior Support Engineer for World's No 1 Banking software Company, Chennai

Role:

We are looking for a qualified Software Engineer/Senior Software Engineer to join our team, an experienced professional, handle the client incidents to the satisfactory resolution. If you are an experienced Software Coding & debugging expert (Java/C/C++) and handled the clients incidents within agreed SLAs/customer satisfaction, we would like to meet you.

In this role you are expected to facilitate solution to the tickets logged which includes analysis of the ticket logged, updating clients and stakeholders through appropriate channels in every stage of resolution & providing an agreeable solution.

Job Description:

• Understand the working of the specific product application(s) in which expertise needs to be built through training programs including on the job training, classroom training and training material available on the knowledge collateral(s).
• Primary responsibility will be to facilitate solution to the tickets logged. It includes analysis of the ticket logged, updating clients and stakeholders through appropriate channels in every stage of resolution & providing an agreeable solution.
• Responsibility in detail:
• Understand the details in ticket logged. Validate the completeness of information provided and if required, collect further information from client. Use the collected information to analyze the problem threadbare.
• When identified as a bug, do comprehensive documentation including product analysis of defect ,elaborating the root cause and possible resolution for the defect. Provide additional information that would help Development team to fix and test the problem effectively.
• In case of non-defects, educate client with adequate information & procedures on how to handle the scenario/meet the requirement .
• Act as the technical reference point during software implementation/upgrades. Provide guidance and support to client IT teams.
• Contribute to Knowledgebase through FAQs and HowTos.
• Develop/Enhance Tools that will help in reducing the analysis time and boost customer experience. Best tools has fair chance of getting integrated to Core product
• Available to perform onsite analysis of tickets at client places. Typically, this would be required during the milestone period of the client like Go Live of implementation, branches, and Upgrade.

Skills & Qualification:

• BE/BTech/MCA candidates with 2 to 5 years of Product Support experience with coding & debugging experience (Java, C++)
• Experience in Client facing roles and acting as Technical reference point during software implementation/upgrades
• Experience working in 24/7 Support team

Location: Chennai/Bangalore

Work Shifts: Work Shifts on Rotation applicable (Work from office 3 days from office and 2 days from home)

About Company:

Temenos is the Worlds #1 Banking Software Company, providing financial institutions, of any size, anywhere in the world, the software to thrive in the digital banking age. We are an exciting place to work and our biggest asset is our talented workforce - what we create and achieve is a result of the aspirations and goals of the 7500+ employees that make up Temenos today, operating out of 67 offices worldwide.