Lead Software Engineer - Customer Support
- Icertis
- 7 - 10 years
- Pune
- 12 months ago
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Job Description
- Understand how the product works and how it is used by customers.
- Interact with customers on/ off-site to troubleshoot issues, provide workarounds by leveraging your software development skills.
- Exposure on Rest APIs.
- Azure knowledge (Service Bus, App Inside, Hang fire, redis cache, etc).
- Should be primary TSE for multiple large(>1M/year) accounts. Should be able to manage customer requirements for large accounts
- Should be able to guide ASE/SE/SSE for quicker resolutions as TechLead
- Should achieve productivity goal for the tech team as TechLead
- Should be able to drive initiatives for productivity and ticket resolution quality improvement
- Work on providing innovative ideas to improve ticket closure quality..
- Understand and fulfill enhancement requests received via customer use-cases.
- Should be able to contribute on knowledge base articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.
- Provide technical expertise, guidance, mentorship to team members. Participate in hiring processes.
- Provide hot fixes, patches and upgrade deployment support in production and staging environments and work closely with customers to schedule and test.
- Offer innovative ideas to improve ticket resolution quality.
- 7-10 years of experience in a Support or Sustaining engineering role.
- Troubleshooting skills on the Microsoft platform, with expertise in C#, ASP.NET, MVC, SQL, Stored Procedures and JavaScript.
- Expertise on Windows Azure and Cloud Computing will be an added advantage.
- Net and Azure certification would be added advantage
- Understanding of customer support processes and tools. Ability to follow defined processes.
- Good written and verbal communication skills.
- The ability to be a good listener, and to understand customer issues. Ability to work independently on issues assigned.
- Should be open to work for EST /PST shifts ( 5:30PM IST or 9:30PM IST onwards)
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Software & QA, Role Category: DBA / Data warehousingRole: Database AdministratorEmployement Type: Full timeContact Details:
Company: IcertisLocation(s): Pune
Keyskills: Cloud computing Ticketing Javascript Issue resolution Customer support Windows Stored procedures microsoft ASP.Net MVC SQL
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Icertis
Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered v...
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