Job Description
We are looking for a Technical Support Engineer L1 to join our Customer Support team in India.
As a member of the Support team, you will be responsible for providing dependable, timely resolution of complex issues related to the products offered by our customers. As a technical expert, you are expected to serve as a point of contact for challenging support cases. You will need to become an expert on the products offered to our customers and ensure the quality of service and SLA compliance.
Our ideal candidate has strong interpersonal skills, as the role requires maintaining close relationships with customers, fellow team members, DevOps teams, R&D teams, and product teams.
If you are excited to serve as the subject-matter expert to a growing customer base while continuing to expand your knowledge, then this is the right challenge for you.
Responsibilities
- Analyze the customer issue depending on product type (Cloud, OnPremise) and provide accurate resolution.
- Work with PaaS providers like Heroku, Vercel, etc., to help resolve the customer issues for our Cloud products, which are delivered through these PaaS providers.
- Ask customers targeted questions to quickly understand the root cause of a problem
- Resolve issues related to installation and maintenance for the OnPremise product ∙ Research and identify solutions to issues like latency, command usage, etc., for all types of products
- Properly escalate unresolved issues to appropriate internal teams (e.g., DevOps, R&D, etc.)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Follow up with clients to ensure their applications are fully functional after troubleshooting and resolving the current issue.
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals while also sharing it with the team
- Maintain jovial relationships with clients
- Investigate issues that customers experience for the on-premise as well as the cloud (DBaaS) product.
- Answer customer questions related to products
- Learn about new products as and when they are introduced
- Participate in knowledge-sharing sessions and team meetings
Requirements
- B.Sc. or B.E in Computer Science or Information Systems
- Good knowledge of technologies such as Linux/Unix, TCP/IP, DNS ∙ Strong technical background with excellent problem-solving and multitasking skills
- High proficiency in communication and presentation, both written and verbal (in English)
- High availability and commitment to customers at any time
- Ready to work in a 24/7 environment
- Only Freshers with very strong aptitude and zeal to learn can apply
Advantages
- Experience with NoSQL databases
- Any Linux certification
- Experience with programming skills such as Java, C/C++, Python ∙ Experience working in both cloud-based and on-premise service and technology environments
