Title:Technical Operations Engineer/ Strategic Operations Engineer
- Team Management
- 5 - 10 Years
- Mumbai
- 4 years ago
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Job Description
Position Title: Technical Operations Engineer/ Strategic Operations Engineer
Location: Andheri, Mumbai
Qualifications: Bachelor's degree in Engineering, Computer Science or related technical field or
equivalent industry experience
Experience Required: 5+ Years
Job Description:
The primary responsibility of this role is to provide white-glove technical and operational
support to our strategic clients engineering, operations, and support teams.
This is a highly visible, external-facing role that works cross-functionally with program
management, product management, engineering, and first-line technical support teams to
deliver high-quality support.
The Strategic Operations Engineer will be a subject-matter expert in Bokus products and
services, perform testing and verification of integrations between client and Boku, troubleshoot,
diagnose, and propose solutions to technical issues, and support first-line technical support
teams to solve issues efficiently and quickly.
Job Responsibilities
Become a subject-matter expert in Bokus payments products and solutions
Assist clients with their integration to Bokus APIs and systems, including answering product
questions, testing and validating integrations, and troubleshooting and solving issues
Assist clients in resolving any post-launch operational questions and issues
Use issue trackers and other tools to catalog, prioritize, and track support requests from
inception to resolution
Take ownership over support issues, ensuring they are worked on quickly, are solved correctly,
and are handled within expected timeframes
Assist level one support teams in resolving issues
Analyze available data to identify trends and emerging issues, then take ownership to see them
through to resolution before becoming bigger problems
Create and maintain department documentation, including onboarding, integration, and
troubleshooting procedures
Prepare accurate and timely reports
Handle multiple issues and projects simultaneously, as well as difficult situations, effectively
and with composure while maintaining a positive attitude
Maintain professional, jovial relationships with clients
Anticipate client needs and deliver an above-and-beyond level of service to ensure your clients
needs are met at all times
Key Skills:
You have experience as a Technical Support Engineer, Technical Operations Engineer, Technical
Account Manager, Customer Success Associate/Manager, or similar role
You have experience working on or with payments products and services or e-commerce
systems
You have excellent oral and written communication skills including the ability to communicate
effectively with both technical and non-technical audiences
You have hands-on experience with our current technology stack: Linux, Java, SQL, Git, AWS
You have practical experience with REST and JSON and have a good understanding of API
architecture
You have a solid foundational understanding of computer systems, the internet, internet
security, web applications, APIs, and mobile devices
You can write scripts and use various utilities to make quick work of laborious tasks, for
example using shell, Linux utilities, regex, and Python
You can diagnose and troubleshoot technical issues, apply critical thinking, inductive and
deductive reasoning, and propose options and solutions to resolve problems
You possess the ability to quickly understand and translate complex product and technical
concepts to non-technical and executive audiences through your developed skill set of
interfacing with external stakeholders
You can statistically analyze data to identify problems and trends
You can read and understand application logs
You have experience using issue/incident management software such as JIRA, Zendesk,
Salesforce, or Service Now
You are independent and thrive in a self-motivated, fast-paced, often ambiguous, and rapidly
changing environment
You have a strong bias for action and the ability to juggle multiple priorities
You can create a sense of urgency for day-to-day priorities requiring immediate attention
You can work efficiently with colleagues across time zones and different cross-functional teams
You have a service-oriented attitude and a high degree of customer service
Employement Category:
Employement Type: Full timeIndustry: Engineering & DesignFunctional Area: ITRole Category: Electronics TechnicianRole/Responsibilies: Title:Technical Operations Engineer/ Strategic Operations EngineerContact Details:
Company: Team ManagementLocation(s): Mumbai+ View Contact
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