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Senior Product Support

5.00 to 10.00 Years   Bangalore   24 Jun, 2021
Bidgely Technologies Private Limited
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software,Sales / BD
EmploymentTypeFull-time

Job Description

Bidgely is looking for an extraordinary and dynamic Senior Product Support Engineer to be a part of the Support Services team at Bidgely which include team members in Bangalore and the Mountain View, California. You must have a passion for superior customer satisfaction as part of a successful consumer-facing global product organization. You must be a good problem solver and trouble-shooter yourself and should be able to work across geographies and time zones to manage customers across the globe. Be part of a highly energetic and innovative team and creating customer delight as a differentiator for Bidgely.

As Senior Product Support You Will
  • Resolve production issues and utility customer issues in a timely manner and ensure Service Level Agreement (SLA) compliance. Should be hands-on enough to do the technical trouble-soothing as well as mentor the team
  • Own the periodic communication and regular updates to utility customers per the SLA
  • Setup and Monitor production alerts and dashboards to find production issues proactively and report to appropriate teams
  • Track key support metrics and utility SLAs on response times, updates, etc. Analyze and report on these metrics regularly
  • Look for continuous improvement by incorporating key learnings and Improve support productivity and metrics over time
  • Coordinate with internal teams operations, engineering, production support and customer success to resolve production issues in a timely manner. Conduct daily and weekly meetings to prioritize and track progress on production issues. Escalate internally as appropriate
  • Stay current with the latest tools and methodologies; share knowledge by clearly articulating results and ideas to key decision makers
You Will Bring
  • 5+ years of experience working in product support for global SaaS-based consumer products
  • BE in any discipline / MCA or equivalent
  • Flexible to work on late night shifts or early morning hours in office premises on a rotational basis
  • Excellent troubleshooter. Strong analytical and problem-solving skill. Should be able to provide initial analysis for any production issue and also a corrective action for the customer as a work around
  • In-depth experience on Shell/Perl scripts, SQL, Unix and Java
  • Experience on AWS will be added Advantage
  • Ability to collaborate across distributed teams and strong interpersonal skills. Ability to deliver during crunch time
  • Excellent written and verbal communication skills, ability to explain technical issues clearly to non-technical users
  • Strong Software development fundamentals and fluent in Unix scripting and Database Queries
  • Passion for superior customer experience and ready to go the extra mile for customer delight
  • Familiarity with customer relationship management systems and the process would be a plus
About You
  • Passionate about a clean energy future
  • Innovative You challenge the status quo
  • Resilient You enjoy meeting challenges head on and strive to find creative solutions to problems
  • Data driven you understand the importance of data in decision making
,

Keyskills :
customer relationship managementservice levelunix scriptingproduct supportproblem solvingsupport servicesequipment supplydatabase queriesconsumer productscorrective actiondistributed teamsproduction supportmanagement systemscustomer experienc

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