Technical Support Engineer

ProMobi Technologies Pvt. Ltd.Position: Technical Support EngineerWe are looking for a Strong Technical Support Engineer, who can assist clients with product issues and help to maintain a high customer retention level. He/She will be responsible for inbound and outbound calls and chat from the customer base and addressing customer Technical issues and concerns. Someone who will help build a Support team for our product build for the Education sector called Academia.Key ResponsibilitiesThe individual role that you’ll play in our team:● Deal directly with customers, and respond promptly to customer inquiries● Handle issues by providing the appropriate Root cause of the issue● Diagnose, troubleshoot, and resolve issues by asking customers about the issues theyare facing in a detailed fashion so that they understand the nub of the problems.● Interacting with the customer to understand the issue.● Get the triaging steps or reproduction steps● Try and reproduce the issue on the h/w devices provided to you● Extract and Analyse the Android app and Backend logs● Provide the resolution shared by the engineering team to the customer.● Work with the consulting team in understanding customer use cases and assistaccordingly● Resolving all technical related issues, suggesting the best solution and practices toavoid a future issue.● Deploying software updates to the client machines and channelizing updatesTechnical Skills:Must Haves● Knowledge on SAAS product support which has a cloud console and a mobile app -preferably Android● Worked with SQL, ELK or other log collection and analysing tools.● Resourceful in understanding fundamental network, information security, ITcommunication, troubleshooting, debugging and maintenance in multi-platformenvironments.Nice To Have● Shell Scripting● Technical troubleshooting involving monitoring web-app performance, crash analysisetc● Should have basic experience in writing product manuals or feature manuals.● Understanding of MDM, EMM on either of the platforms (Android, iOS, Windows &Mac) can be an added advantage.Skills● Must possess strong communication skills in English, both written and verbal● Working experience with Partners & Customers, Voice and Remote support● Quick learner and versatile.● Flexible to work in different shifts● Excellent Email communication is a must.● Strong ownership● An excellent problem solver with strong analytical skillsScalefusion (formerly known as Mobilock Pro): (Our Flagship Product)Scalefusion is a one-stop solution, focused on managing corporate-liable & dedicateddevices, tablet-based interactive kiosks, rugged devices, mobile point of sale (mPOS) anddigital signages. Our Unified Device Management dashboard is intuitive and easy to use.It allows you to manage all your devices, apps, and content from one place.Promobi Technologies:ProMobi Technologies provides a leading Mobile Device Management Solution under thebrand Scalefusion. The solution allows organizations to manage Android and iOSdevices from the cloud. It offers modern mobile device management (MDM), applicationmanagement (MAM) and content management (MCM) experience for corporate-owneddevices. Renowned organizations from startups to Fortune 500 trust Scalefusion for theirDevice Management.