Senior Web Support Engineer @ Mansys Consulting

Job Description

mySchneider web Application Support Engineer

We are seeking a knowledgeable application support engineer to monitor and maintain the efficiency of our applications. Role includes monitoring, maintaining and debugging issues and fixing them.

Roles & Responsibilities:

1. Technical support role responsible for maintenance and monitoring of Customer facing portal developed & deployed over a CRM platform / APIs / UiaaS web component
2. Willing to support on rotational shifts
3. Address various customer reported issues and requests within defined SLAs or escalate to appropriate teams.
4. Adhere to support quality processes using ticketing tools
5. Analysis of various customer data to ensure data quality and ensuring confidentiality with no breaches
6. Analysis of Portal performance data and propose corrections needed to ensure the performance levels working with L3 / product teams
7. Establishing the root causes of application errors and escalating serious concerns to the manager and concerned team.
8. Collaboration with various technical and business teams
9. Performing analyses on application/website functionality and suggesting improvements.
10. Ensuring effective front-end and back-end functionality of applications.
11. Consulting with the software development team, internal users, and clients to improve application performance or fixing issues raised.
12. Documenting processes and monitoring application performance metrics
13. Determining the causes of application errors, API failures and repairing them
14. Knowledge of Order to Cash process is desirable

Qualification & Experience:

1. 2-5 years of experience in any CRM platform - Configuration / Support
2. Good Communication and Analytical skills (Rating of 4 or above on a scale of 1 - 5)
3. Knowledge of Order to Cash process is desirable
4. knowledge of front-end and back-end programming languages, such as Java Script, Python, and .NET
5. Experience in working with APIs and debugging web-based issues.
6. Experience in working with AWS services
7. Exceptional ability to provide front-end support to internal departments and web-based clients.
8. Knowledge on ITIL process
9. Knowledge on ticketing tools preferably ServiceNow
10. Advanced knowledge of PL/SQL

Qualification & Experience:

1. 2-5 years of experience in any CRM platform - Configuration / Support
2. Good Communication and Analytical skills (Rating of 4 or above on a scale of 1 - 5)
3. Knowledge of Order to Cash process is desirable
4. knowledge of front-end and back-end programming languages, such as Java Script, Python, and .NET
5. Experience in working with APIs and debugging web-based issues.
6. Experience in working with AWS services
7. Exceptional ability to provide front-end support to internal departments and web-based clients.
8. Knowledge on ITIL process
9. Knowledge on ticketing tools preferably ServiceNow
10. Advanced knowledge of PL/SQL

1. Maintenance and monitoring of Customer facing portal developed & deployed using CRM platform / APIs / UiaaS web components in a technical support role as part of the L3 Support team.

2. Develop, unit test, and deploy enhancements using Lightning Web Components, Apex, Visualforce and other build tools on the Salesforce.com platform like Data Loader, Workbench, etc and should be able to handle large-scale data migration using flat files and scripts.

3. The candidate should be aware of the Salesforce platform and security and sharing capabilities.

4. The candidate should be aware of REST / SOAP APIs and should be able to build Salesforce APIs to be exposed to external consumers. The candidate should be able to invoke third-party APIs and integrate inside existing Salesforce applications.

5. Address various customer-reported issues and requests, such as Access issues, requests, configuration updates within defined SLAs.

6. Adhere to support quality processes using ticketing tools as part of the L3 team.

7. Analysis of various customer data to ensure data quality.

8. Analysis of Portal performance data and propose corrections needed to ensure the performance levels working with L3 / product teams

9. Problem Management

10. Collaboration with various technical and business teams

Qualification & Experience:

1. 3-5 years of experience in Salesforce.com with good technical expertise in Salesforce technology and underlying concepts.

2. Good Communication and Analytical skills (Rating of 4 or above on a scale of 1 - 5)

3. Must have experience in building LWC components and must be thorough in SOQL, Apex, SOAP and REST APIs and underlying Salesforce technologies.

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Keyskills:   troubleshooting networking lan operating systems switches order to cash front end flat files data loader build tools data quality customer data data migration ticketing tools web application technical support analytical skills quality processes application support software development