Lead Software Engineer- Customer Support
- Icertis
- 7 - 12 years
- Pune
- 3 days ago
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Job Description
Responsibilities
- Understand how the product works and how it is used by customers.
- Interact with customers on/ off-site to troubleshoot issues, provide workarounds by leveraging your software development skills.
- Exposure on Rest API's.
- Azure knowledge (Service Bus, App Inside, Hang fire, redis cache, etc).
- Should be primary TSE for multiple large(>1M/year) accounts. Should be able to manage customer requirements for large accounts
- Should be able to guide ASE/SE/SSE for quicker resolutions as TechLead
- Should achieve productivity goal for the tech team as TechLead
- Should be able to drive initiatives for productivity and ticket resolution quality improvement
- Work on providing innovative ideas to improve ticket closure quality..
- Understand and fulfill enhancement requests received via customer use-cases.
- Should be able to contribute on knowledge base articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.
- Provide technical expertise, guidance, mentorship to team members. Participate in hiring processes.
- Provide hot fixes, patches and upgrade deployment support in production and staging environments and work closely with customers to schedule and test.
- Offer innovative ideas to improve ticket resolution quality.
Qualifications
- 7-10 years of experience in a Support or Sustaining engineering role.
- Troubleshooting skills on the Microsoft platform, with expertise in C#, ASP.NET, MVC, SQL, Stored Procedures and JavaScript.
- Expertise on Windows Azure and Cloud Computing will be an added advantage.
- .Net and Azure certification would be added advantage
- Understanding of customer support processes and tools. Ability to follow defined processes.
- Good written and verbal communication skills.
- The ability to be a good listener, and to understand customer issues. Ability to work independently on issues assigned.
- Flexible to work in rotational shifts.
Job Classification
Industry: Software ProductFunctional Area / Department: Customer Success, Service & OperationsRole Category: Service DeliveryRole: Service Delivery AssociateEmployement Type: Full timeContact Details:
Company: IcertisLocation(s): Pune+ View Contact
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Icertis
This is a manufacturing, Trading and Retail Sales Company.\r\nProducts: Door, Chokhat, Plywood, Board etc.
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