Position title
Technical Support Engineer
Description

 

Mission

As a Technical Support Engineer, you will be working in the product support team and in close collaboration with the product development team. You have to diagnose and troubleshoot problems, record feature requests, and help customers to operate modules remotely as well as on the ground.

Responsibilities

 

  1. Resolving customer issues either via email, calls, or video conferencing.
  2. Collaborating with our Product and Development Teams to build new features, fix and report bugs.
  3. Recording feedback and suggestions based on customer interactions.
  4. Documenting updates and features in the user manuals.
  5. Working hard to solve customer problems while delighting them along the way
  6. Working alongside Product Managers to define and shape the product goals, roadmap, priorities, and strategy based on your frontline knowledge of customer needs.
  7. Managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for handoff to the development team, and case resolution.
  8. Creating meeting Notes for the F2F/web meeting attended.
Requirements

 

  • Professional 1+ year experience as technical support or another service-oriented customer-facing role.
  • Experienced in writing support content.
  • Experienced in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for handoff to the development team, and case resolution.
  • Understand what it's like to be on-call and can jump into a complex situation and make sense of and communicate clearly to stakeholders, what's going on.
  • Comfortable using support platforms such as OTRS and JIRA.
  • Positive and solution-oriented mindset
  • Hands-on Working experience with MAC/Windows/Linux environment.
  • Excellent problem solving, communication(both Hindi & English), and writing skills.
  • Excellent Presentation Skills
  • Computer science education or equivalent experience (B.Sc./B.S./B.Voc./B.Tech./M.Sc./MS/MCA or degree in Computer Science / Information Technology / Informatics / Engineering or a related subject with 50% or above)
Nice-to-haves (Desirable Skills)

 

  • Experience in a peak performance organization, preferably a tech startup
  • Product company experience
  • Experience in Product presentation, Showcase, and Demo
  • Experience working with a remote team
  • Enterprise software company experience
  • Developer platform/tool industry experience
  • Experience working with a multicultural team
  • User Acceptance Testing (UAT) and Bug Reporting
  • Is familiar with RBAC (Role Based Access control)
  • Has good knowledge of workflows and flow diagrams
Contacts

 

You can also send your resume along with cover letters at work@iic.ac.in

Employment Type
Full-time
Industry
Software
Job Location
Institute of Informatics & Communication, Delhi, South Campus, 110021, India
Date posted
February 16, 2021
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Position: Technical Support Engineer

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