Tech Support Engineer

Job Brief

Role and Responsibilities:

Provide technical assistance to the customers by performing the following duties:

Take control of and resolve complex technical and escalated customer problems

Should have excellent communication & troubleshooting skills.

Document and simulate complex customer issues to find solutions and fixes to customer inquiries and problems and dispatch additional service as necessary.

Identify and provide inputs to Product and Engineering teams on unique and/or recurring customer problems.

Ability to Collaborate, work alongside, and build mutually beneficial relationships with cross-functional teams (Customer Happiness, Customer Success, Sales, Product, Engineering).

Perform routine maintenance of internal services as and when required.

Ability to analyze, research, and solve technical and unique problems.

Good in computer science fundamentals.

Creative, independent, self-motivated, and willing to learn new technologies.

Prepare accurate and timely reports.

Skill and Requirements:

Good understanding of QA methodologies and processes.

Good command of Linux CLI tools - including system administration, data analysis and munging.

Excellent command and understanding of databases like RDBMS, Mongo, and key-value stores like Redis.

Proficiency in at least one scripting language python, node, etc.

Have prior experience in testing back-end systems that involve interaction with multiple restful services.

Must be able to think proactively; excellent follow-through and attention to detail.

Knowledge of distributed applications/service-oriented applications is a plus.

Good to have:

Knowledge of Kibana/ElasticSearch

Knowledge of Error Monitoring Tools like Sentry, StackDriver, etc.

Knowledge of APM tools like New Relic, App Dynamics, Ruxit, etc.

Knowledge of support tools like FreshDesk, Jira Helpdesk or Zendesk.

Required Experience and qualifications:

Should have an engineering / BSc / equivalent degree with 1 - 2 years of relevant work experience.

Ability to work independently and efficiently to meet deadlines and SLAs.

Ability to promptly answer & support-related tickets, chats, emails and phone calls.