Senior Platform Support Engineer

Pune 3 Years Exp Posted 442d ago

What you’ll do:

Assist our clients and client teams in questions about the functionality and configuration of our SaaS applications
Develop documentation and the Technical Support Knowledge Base to reduce troubleshooting time and drive faster issue resolution
Develop process and procedures to increase issues resolution by Tier 1 Help Desk staff
Troubleshoot software related problems over the phone and remotely
Escalate issues to Operations and Development teams with reproducible test cases that replicate the problem
Identify the probable source of the problem, whether that is a software application component or a software or hardware problem within the IT infrastructure. Manage end user issue resolution through multiple internal and external teams.

What you’ll bring:

3-6 years of experience developing / supporting Microsoft .NET web based applications and Windows servers
Bachelor's Degree in CS, EE, or related discipline with high academic achievement
Experience in troubleshooting various forms of software problems from the server to the client browser

Ability to work methodically and analytically in a quantitative problem-solving environment
Excellent verbal & written communication skills, preferably with international exposure, inspiring confidence while leading customers through the steps to resolve issues via phone and email.
Eagerness to contribute in a team-oriented environment.
Working knowledge of Web applications.
Working knowledge of Databases like Microsoft SQL Server, PostgreSQL, Oracle, etc.
Working knowledge of Webservers like IIS, Weblogic etc.
Experience working with XML, JSON, Python, PowerShell a plus