Technical Support Engineer III

Technical Support Engineer III

Reports To: Lead, Technical Support

Department: Technical Support

Employment Status (Full Time/Part Time): Full Time

Workdays: Monday to Friday

Job Location: Bengaluru, India

Supervisory Responsibilities (Y/N): Yes

Role Description:

We are seeking an experienced Technical Support Engineer III to help assist with technical issues through email, chat support, and on the phone. This position requires exceptional problem-solving skills as you will be tackling new and unique challenges every day with no set script to resolve an issue. The ability to research both alone and in a team to reproduce and debug customer issues is essential. As being the first point of contact of the company, applicants should have excellent communication skills as well as being able to quickly learn new topics. Programming knowledge is required as well as a bachelor's degree in a STEM field (Computer Science, Engineering, etc.).

Key Duties Responsibilities:

As a Technical Support Engineer III, Individuals are expected to fulfil the following responsibilities:

• Work diligently on the orientation planned and strictly fulfil all the expected outcomes in the stipulated time frame [This will be applicable only for the lateral joiners].
• Pick up and demonstrate proficiency in the below enlisting:
  • Proficient in handling technical queries on varied data sources for multiple OEM customers.
  • Expertise in OS Platforms & work on issues across Win / Lin / Mac
  • Hold an expertise on JDBC concepts and should be able to integrate driver with JDBC interfaces.
  • Attain a higher level of understanding of the Products & Services and thereby handle complex customer queries at ease, in addition, to providing required assistance to junior associates.
  • Looking into the technical support needs of enterprise customers onboarded.
  • Establish trusted partnerships with key stakeholders & executive sponsors in the Customer Organizations.
  • Suggest constructive insights to the Product & Development Teams at the right opportunities.
  • Contribute towards financial goals of the organization by improving & enhancing the process to renew/acquire the Products & Services.
  • Study & inquire about the customer demands to reduce the dropout rate of the customers.
  • Extend wilful assistance to various application testing & internal projects when required.
  • Collaborate with various teams to provide efficient & rapid problem-solving.
  • Track the progress level & escalate the application issues.

Requirements - Knowledge, Skills, & Experience:

• Excellent communication skills (both verbal and written).
• Exceptional problem-solving skills - Ability to read and write code to solve basic problems in at least 1 language.
• Ability to work independently and in a team.
• Experience with C# or Java or Python preferred but any other previous programming experience is a plus.
• A good understanding of relational databases.
• Strong Knowledge of SQL concepts such as JOIN, aggregation, etc.
• Having experience in any Linux environment, Cloud infrastructure, DevOps is a plus.
• Have 4 to 6 years of experience in a client-facing (Technical) role. - Knowledge about data models and querying.
• Able to prioritize projects/tasks based on the SLAs and Client Requirements.
• Solid understanding of REST APIs along with proficiency in API handling tools like Postman, Fiddler, etc.

This role has been identified as having possible access to customer sensitive data. You are required to review, acknowledge, and abide by the company's security policies.