job description
- Understand the product in-depth and review open tickets
- Work closely with Support engineers and Developers to maintain the product documentation
- Work closely with reporting manager to meet technical investigation goals
- Enhance product and technology knowledge to improvise the quality of the work
- Engage in on-demand product support escalations and provide guidance for investigation
- Create investigation reports and take it to closure
- Engage with QAs to test and merge code fixes
- Maintain product documentation and deployment histories
- Monitor the performance of each deployment
Requirements:
- Bachelor of Technology (Computer Science or Electronics) or similar experience
- Excellent interpersonal and communication skills
- Strong analytics and problem-solving skills
- Keen to learn new skills and self-motivator
- Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation
- Communicate clearly and effectively with end-users, colleagues, and management to quickly resolve issues and ensure customer satisfaction
- Install and maintain software, replicate customer-reported issues, and install security patches and updates when necessary
- Maintain detailed records of daily interactions with customers, reported issues, and completed solutions
- Develop training technical notes and troubleshooting procedures to help customers support personnel interact properly with software
