Support Engineer II at Mangalore Full Time

We are seeking a highly motivated and passionate Support Engineer to join our team and contribute to the creation of Cloud Native applications for our global clients. In this role, your focus will be on building strong customer relationships, understanding their unique needs, and problems, and assisting in solving their problems. 

To thrive as a Support Engineer, it is essential to have a deep understanding of various customer success strategies and a genuine interest in ensuring the satisfaction and success of our clients. Your natural curiosity and empathy towards digital products and customers will play a key role in delivering exceptional support and driving customer satisfaction.

Required Skills

• Familiarity with web and mobile application development frameworks, languages, and tools.
• Ability to understand and troubleshoot complex technical issues related to web and mobile applications.
• Excellent problem-solving skills to diagnose and resolve incidents efficiently and effectively.
• Ability to analyze and understand log files, error messages, and system behaviors to identify root causes.
• Strong troubleshooting abilities to navigate and resolve customer issues in a timely manner.
• Exceptional customer service skills with a customer-centric mindset and a passion for providing excellent support.
• Strong verbal and written communication skills to effectively communicate technical information to customers and internal teams.
• Active listening skills to understand customer concerns and requirements accurately.
• Proficiency in incident management processes and methodologies, including incident prioritization, tracking, and resolution.
• Ability to handle and manage multiple incidents concurrently, ensuring timely updates and resolutions.
• Proficiency in creating and maintaining comprehensive incident records, documentation, and knowledge base articles.
• Ability to articulate complex technical information into clear and concise documentation for customer reference.
• Proficiency in using JIRA and Jira Service Management

Role and Responsibilities

• Respond to customer-reported incidents promptly and efficiently, following defined incident management processes.
• Investigate and analyze the impact and severity of incidents, ensuring proper prioritization and allocation of resources.
• Communicate incident status and updates to customers, managing their expectations and maintaining transparency throughout the resolution process.
• Collaborate with development teams to accurately track and report bugs identified by customers.
• Provide detailed bug reports with the necessary information, steps to reproduce, and relevant logs to assist developers in the resolution process.
• Create and maintain accurate and comprehensive incident records, documenting all pertinent information, troubleshooting steps, and resolutions.
• Follow up on bug fixes and communicate progress to customers, ensuring transparency and maintaining trust.
• Continuously monitor customer satisfaction levels through surveys, feedback sessions, and follow-ups to ensure their needs are met and exceeded.
• Gather and analyze customer feedback, identifying areas for improvement and providing actionable insights to management and relevant teams.
• Contribute to customer success initiatives by proactively identifying opportunities to enhance customer experience and success.
• Stay updated on industry trends, best practices, and emerging technologies to provide the most effective support to customers.
• Identify opportunities for process improvements, suggesting and implementing enhancements to streamline incident management and support workflows.

Basic Qualifications

• Education: BE(IT or CS) or MCA/MTech.
• Problem-solving capability, excellent communication, and documentation skills.

Perks/Benefits

• Leverage sponsored certifications.
• Access to industry-best software development tools and practices.
• Exceptional mentorship.
• Accelerated Career Journey with Progression Visibility.
• Immense Learning Opportunities on Latest Technologies and Platforms.
• Competitive Pay and Comprehensive Rewards.
• Exposure to International Brands and Clients.
• On-Demand Salary.
• Health Insurance.
• Discounted Vouchers and Coupons.
• Annual Winter Shutdown.