Production Support Engineer

Key Responsibilities Taking ownership of customer issues reported and seeing problems through toresolution Understand, interpret, reproduce, and diagnose issues reported by the customers. Researching, troubleshooting and identifying solutions to resolve product issues Should be able to handle voice calls, emails and online web sessions with thecustomer as part of technical troubleshooting Should exhibit patience and empathy while working with customer with an aim todrive positive customer experience Following standard procedures for proper escalation of unresolved issues to theappropriate internal teams Following standard procedures for submitting tickets to the engineering team forfurther investigation of unresolved issues Contributing actively towards knowledge base articles Adherence to strict SLA’s Ready to work in early morning, general and afternoon shifts, including weekends, onrotation basis Should demonstrate an aptitude and appetite for learning newer technologies whileexpanding on the core knowledgePrimary skills: 1-3;3-8 years of relevant experience. Strong technical knowledge on: Cloud Technologies – AWS, Azure etc. Databases – SQL, Oracle, MySQL etc. Operating Systems – Linux, Windows etc. Networking – Basic networking concepts and troubleshooting Programming knowledge – Java, Python (Desirable, not a must has) o Prior experiencewith REST and SOAP calls. Excellent communication skills – English written and verbal HTTP technology and principles, including REST and SOAP principles (Required) JSON & XML Data formats (required) Javascript Regular Expression (Good to have) Good understanding of networking protocols and applications (TCP/IP, proxies, loadbalancing, firewalls, etc.) (Required) Working knowledge of database technologies and SQL (Required) In-depth familiarity of Linux (Required) (advanced user; sysadmin experience a bonus,but not required) Strong analytical and logical reasoning for technical troubleshooting Ability to collaborate with cross-functional teams – Dev, QA, Infrastructure teams etc. Should be a team player who keeps team’s success before individual achievements Knowledge on data integration (Informatica/ Mulesoft))