The Technical Support Engineer reports to the Engineering Team Lead, but will mostly work with the Client Support Team. He/She is responsible for all aspects of the day-to-day issues reported by customers or internal teams. The Technical Support Engineer also monitors the system’s health and investigates the Production issue, finds the root cause, writes the post-mortem, provides a workaround or solution to the customers, and ensures applications and systems are performed and available to the user community, to agreed SLA’s and KPI’s.
As a client service company, Appsynth succeeds when we help our clients succeed and achieve their business goals. Therefore, we are looking for candidates who have high responsibility and are able to provide the best support services to the customers.
Report to: Engineering Team Lead
What you will do:
Manage customers' issues on a day-to-day operation to meet the agreed SLA and track/follow up incidents/issues until they are solved
Investigate and troubleshoot the issues raised by customers and internal teams, and provide the investigation details to the development team for solving the issue
Answering support calls by phone, email, and other online channels promptly within the agreed SLA
Regularly monitor the application/system to ensure all operations work fine.
Generate post-mortem documents, known issues documents, and related technical knowledge documents and share the knowledge with the team
Understand, develop, maintain, debug, and fix the internal support tools by using Javascript (Google Script)
Fast catch up and be able to summarize the incidents/issues and share the information with the teams
Continuous self-learning and improved investigation knowledge, of areas related to Appsynth’s products/services/systems
Fast learner and open for new knowledge
Be able to work under pressure and out of office hours
What you will need:
Problem-solving skill; ability to analyze the log file and troubleshoot issues
Have a sense of urgency and be able to handle S1/S2 incidents at any time
Experienced in SQL, Kibana, and Dynatrace are a must
Experienced in NoSQL, Grafana, Firebase, Crashlytics, and JIRA will be a plus
Expertise in Technical analysis, critical thinking, and Root Cause Analysis to drive solutions for customers
Have some programming experience and understanding of programming technical terms and can explain the technical terms to non-technical people (e.g. Marketing team)
Have a service mind and customer focus, and take action to meet customer needs and concerns
Good interpersonal skills, Mature, Hard Working, Self-Initiative, Enthusiastic
Good analytical, problem-solving, and consulting skills
Proactive and systematic thinking
Ability to prioritize, multi-task, and have problem-solving skills combined with the willingness to learn new tools is indispensable.
Self-motivated, self-aware, self-learning, and able to drive the things done
Flexible in working time and willing to work after office hours or holidays if required
Successful candidates will have a strong work ethic, strive to continuously learn, and demonstrate an extremely high sense of ownership