Technical Support Lead

• Install, configure, and integrate products on customer's servers.
• Lead the product integration effort by understanding the customer's product and participating in design/integration discussions.
• Collaborate with all stakeholders to ensure a seamless integration experience with high levels of customer satisfaction.
• Minimize downtime and ensure customer satisfaction by troubleshooting and resolving issues.
• Provide timely & accurate technical support to customers through various channels like emails, calls, support portal, and remote sessions.
• Reproduce and report product issues to the Engineering team using internal bug tracking tools.
• Generate, follow and execute instructions to run, monitor, troubleshoot and upgrade our system to ensure optimal performance.
• Collaborate with cross-functional teams to improve product features based on customer requirements and business scenarios.
• Train, mentor and lead a team to provide exceptional service to customers.
• Document activities, procedures, reports, etc. in a clear and concise manner for internal and external use.
• Stay up-to-date with the latest developments in the Cybersecurity (Identity and Authentication) domain to provide expert advice to customers

Skills required:

• Good working experience of Linux/Unix & Windows, and clear understanding of Data Center, OS and Storage concepts.
• Must have understanding of database concepts like Clustering, Replication and NOSQL Concepts and ability to use DB tools.
• Internet Technologies: Virtualization, Cloud Computing, DNS, Web and Application Servers like Tomcat, WebLogic, basic html/javascript, etc.
• Basic understanding of the mobile technologies and concepts like PlayStore/AppStore, GCM/FCM, APNs, etc.
• Must have knowledge on IT security and software, Antivirus, Firewall, Networking, Server support.
• Able to use MS-Office and Project Management tools.
• Should be ready to work for extended shifts and travelling to client site, if needed.
• Analytical mindset and ability to work in pressure.
• Good customer management skills bundled with good communication skills
  

Qualification
BE/B.tech (CS,IT), ME/M.tech (CS,IT), BSC-IT, BCA, MCA