Product Support Engineer

Implementation engineer & technical specialist working with strategic clients of AppOne

Company – Appnomic Systems

Location – Bangalore

Status – Full Time, Employee

Job Category – Customer Support

Relevant Work Experience – 3 to 6 Years Plus

Career Level – Mid-Level

Education Level – Engineering

Reports to – Product Support Manager

As a Product Support Engineer you will be responsible for

  • Developing a deep understanding of Appnomic products
  • Supporting our customers and partners using our products
  • Provides L-1 / L-2 technical support and monitors day to day Customer incidents reported in form of Tickets and Emails.
  • Strives to meet availability and Mean Time To Recovery (MTTR) objectives.
  • Monitors all incidents/issues until the application services return to normalcy.
  • Troubleshooting technical issues to establish the root cause of problems and form a solution or workaround across a range of environments
  • Reproducing customer issues and if necessary file bug reports, escalate cases to engineering, and provide necessary documentation
  • Assists the Field Team with deployment of new releases and sustaining technology for internal and external customers.
  • Responds to Incident, telephone calls, emails, and personnel requests for support in a timely and courteous manner.
  • Provides initial triage of problems impacting our monitoring ability of the Clients Infrastructure and determine problem source and provides resolution if possible.
  • Creating support tools and building a knowledge base of product issues
  • Providing clear & constructive product feedback to Product Management / Solutions teams based on customer requirements
  • Documenting best practices in troubleshooting / supporting Appnomic solutions
  • You will be goaled on Customer Satisfaction, SLA achievement against targets, gross margin targets
  • Providing documentation content and participate in online forum support for real-time questions from Appnomic users

Experience

  • 3+ years of experience in customer-facing positions as a product support specialist
  • Exposure to 1 or more of the following business domains (Must have managed a client in any of the domains listed below, in the career history): BFSI / Ecommerce / Manufacturing
  • Excellent customer facing skills
  • Ability to understand Application architecture and associated business / IT Operations workflows.
  • Good Exposure to workflow automation tool(s). At least must have worked as a user to a Service Desk / workflow / Monitoring tools / Runbook automation tool (CA / BMC / HP / IBM /JIRA / etc)
  • Should have worked on troubleshooting application issue tickets and providing RCA to user within SLA time
  • Should have performed the activities related to health check of applications and uptime Reports Should have performed activities to resolve incidents and service requests, or escalate as per escalation matrix
  • Good Exposure to scripting / Programming / Tool Customization
  • Understanding of IT Operations (IT Infrastructure and Application operations)
  • Must be able to work in a fast-paced technical environment and support a product with frequent product releases and regular maintenance updates

Desirable Requirements

  • Strong ITIL skills
  • Strong exposure to business applications running on multiple platforms of Unix & Windows
  • Expertise in working on various versions of Linux, Unix (AIX, HPUX, Solaris) and Windows operating systems.
  • Moderate software development or scripting/programming / RDBMS experience and knowledge
  • Must be able to work in a fast paced technical environment and support a product with frequent product releases and regular maintenance updates
  • Highly developed, process-oriented skills for troubleshooting, problem solving, and problem resolution
  • Superior written and verbal communication skills are a must
  • Should have good exposure to product support domain.
  • Ability to understand the Application Performance behavior.
  • Working knowledge of a wide range of technologies including:
    • Databases:
      • Oracle, MySQL, Cassandra, MSSQL, DB2
      • Ability to write quires in MySQL to perform multiple operations to pull data from multiple tables, back up, restore.
      • Preferable: Install, Uninstall and maintenance of the database.
    • Application/Web Servers
      • Apache, Oracle/IBM HTTP Servers, Tomcat, IBM Websphere, Oracle Weblogic, Resin, JBoss etc.
      • Understanding on the overview of the Application
      • Preferable: Install, Uninstall and maintenance of the applications.
  • Awareness of network protocols such as TCP/IP, WINS, DHCP, DNS, SNMP, FTP, HTTP, SMTP, etc.
  • Local (LAN) and Wide Area networks (WAN)
  • Basic Knowledge on Network concepts like Switches / Routers / Firewalls / VPN’s.
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