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Keywords / Skills : ITLS , agile, Java, C++ , RDBMS, SQL, NoSQL, MySQL, MS SQL Server, PostgreSQL, MariaDB, Oracle, Node JS, Angular JS

2 - 5 years
Posted: 2019-06-13

Industry
IT/Computers - Software
Function
IT
Role
Software Engineer/ Programmer
Posted On
13th Jun 2019
Job Description
Support Engineer 
In order to ensure that our customers obtain the maximum value from our innovative products, we have our client support team who provides their assistance 24x7, 365 days a year.Our client support team helps us to proactively ensure customer delight and maintain a strong relationship with our clients by helping them to continuously leverage the optimum value from our products and troubleshooting any issues. Our client support makes sure that we are just a phone call or an email away from our clients.As a support engineer, you are the core of our support team. You ensure customer delight and make sure that we always provide the best-in-class client support. You are always ready to help our client leverage our products or solutions or work with them to identify issues and ensure the resolution of the same within the shortest time possible. You are willingto get your hands dirty when a need comes or there is a change request from our client and ensure we deliver the same in the shortest time possible. You will be proactive in bringing any risks across our support projects under control.

Key Goals

• Provide best in class client support


Key Responsibilities

• Work with the project team to ensure smooth takeover of projects and customer support through well-defined processes and checklists

• Manage individual project priorities, deadlines and deliverables

• Work with our clients in a proactive way to help them leverage the optimum value from our products and solutions

• Write clean code and develop defect free re-usable configuration items (profiles, business rules, business data configurations and process flows etc.) when handling change requests and other similar support work

• Understand the client issues and quickly do a deep dive to understand the root cause (either by reviewing the code-base or by reviewing the solution architecture) and identify possible solutions

• Independently solve the issue through direct action or take ownership to work with different internal stakeholders to resolve the issue within the shortest possible time

• Focus on the highest quality for every artefact that you deliver and ensure that you deliver them right the first time, every time and regularly document all the support activities and issue resolutions for driving knowledge across the organization

• Visualize, design and develop all possible positive and negative unit test scenarios & test cases that meet the component requirements/design specifications and assures first time right delivery in changes for our product for our support clients

• Take part in regular reviews and RCAs to identify any risks, potential escalations and to identify the mitigation strategies and execute the same

• Follow coding conventions/documentation standards and latest software development best practices

• Work along with the other support engineers in the cluster to identify trends across all the projects you handle

• Continuously look for ways to reduce development cycle time, effort and cost across our support projects and associated CRs

• Contribute by providing contents to our learning and knowledge management initiatives

• Contribute as a thought leader and technology evangelist & represent us in events as an ambassador for our products

• Contribute in providing inputs that innovate and improve our engineering and support process

Key Competencies

• Good understanding and expertise of the latest software delivery methodologies and support frameworks and methodologies such as ITLS and agile implementation process

• Good understanding of our products, industries, domains, clients and our history with these clients, competitors and our strategic direction as a company

• Good understanding of the latest project management philosophies

• Good understanding of technology and well versed with the latest design thinking principles

• Good ability to focus on the needs of the business of our clients as a whole, its strategic direction, and in identifying initiatives that will allow a business to meet the goals

• Good client management skills

• Good understanding of software testing (manual testing, performance testing, automation and automation scripting)

• Excellent communication and presentation skills

• Good negotiation skills and excellent leadership skills

• Good proficiency of standard and latest programming concepts and languages such as Java, C++ and knowledge of functional programming

• Good understanding of database management and programming for technologies such as RDBMS, SQL, NoSQL, MySQL, MS SQL Server, PostgreSQL, MariaDB, Oracle, DB2, H2 and Cassandra

• Good understanding of front end development tools such as HTML5, CSS3, JSP and Servelets, Spring MVC, JQuery, Java Script, Angular JS, Node JS etc.

• Good understanding of application servers management

• Good understanding of web-services, XMLs and development with third party components

• Good understanding of latest technology infrastructure & deployment management

• Good understanding of configuring our product for multiple scenarios

• Strong customer focus (internal and external) and excellent team player

• Excellent analytical skills and extremely high self-driven attitude, detail oriented, proactive and able to prioritize and manage workloads and meet critical project deadlines

• Owns a tenacious and never say die attitude - able to follow-up incessantly with our partners and customers (internal or external) till a conclusion is reached



About Company

SunTec Business Solutions Private Limited
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