Product Support || Hiring Rockstar || Pune
- Incedo
- 5 - 10 years
- Pune
- 5 years ago
- Email to a friend
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Job Description
Primary Duties / Responsibilities:
Technical support for Client Cloud Product and Services, in Pune location
Provide and Manage the 24/7 support operation, and guide and set example for support levels on building customer responses and knowledge base
Flexible to work on US hours and weekends
Troubleshoot, resolve, and document customer reported issues via phone and/or e-mail while utilizing following technologies:
Unix flavors CentOS, RHEL, Ubuntu etc.
Hypervisors Openstack, VMWare ESXi & KVM
Applications like Apache and Nginx
Public Cloud like AWS and Azure
Monitor & Support SaaS infrastructure
Technologies like Kubernetes, Docker etc.
Layer 4 Protocol and concepts like TCP & UDP
Layer 7 Protocols and concepts like HTTP, SSL, DNS, DHCP etc.
Analyze data traces using protocol analyzers to identify anomalies and provide solutions
Monitor the SaaS 24/7 with monitoring tools, Onboard customers & administer and manage SaaS on Public Cloud like AWS.
Recreate reported issues in the lab with customers configuration
Work with escalation and sustained engineering teams to investigate and resolve software and configuration defects
Perform patch verification related tasks on customer reported defects
Individual contributor role reporting to Head Cloud Operations.
You will need to exhibit passionate, self-driven, self-motivated mindset, and work with cross functional team to define and successfully execute technical support and customer success.
Job Qualifications:
5+ years of relevant technical support and customer interaction experience.
BS/BE in CS or related engineering or equivalent field.
Hands on experience with Linux, Application Servers and Database systems with production traffic. Installation, Upgrade, Configuration & troubleshooting.
Prior experience on setting up and administrating SaaS, monitoring systems, log analyzers, Security scanning & Vulnerability Management.
Hands on experience with Public/Private Cloud with APIs on production systems. Onboarding, Configuration & troubleshooting.
Experience on working with in-line systems like Load Balancers, Firewall, Traffic shaping systems. Configuration & troubleshooting.
Advanced trouble shooting skills and working closely with customers to resolve the problems with remote access and log analysis.
Networking knowledge on TCP/IP, Routing and Switching.
- Excellent verbal and written communication skills, exhibiting fluency working with customers from different geography
- Process oriented and should have worked with ticketing system, escalation management and building knowledge base for technical support organization
- Open-source enthusiast, with knowledge on open source tools and scripting is a plus
- Certification on Linux/Public Cloud/Networking is a plus.
- Attention to details, openness to constructively critique and a great team player
Interested candidates can share profile on so***********a@in******c.com
Job Classification
Industry: IT-Software, Software ServicesFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations, Role Category: VoiceRole: VoiceEmployement Type: Full timeEducation
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Post Graduation Not RequiredDoctorate: Any Doctorate in Any SpecializationContact Details:
Company: IncedoAddress: Plot No.-248,,,Udyog- Vihar,Phase- 4, , , GURGAON, Haryana, IndiaLocation(s): Pune
Keyskills: Product Support
Incedo
Incedo Inc (formerly a part of the $4Bn Indiabulls Group) is a technology solutions and services provider headquartered in the Bay Area, USA with workforce across North America, South Africa and India (Gurgaon, Bangalore). We specialize in Data & Analytics and Product Engineering Services, with ...
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