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Technical Support Engineer

5.00 to 10.00 Years   Bangalore   18 Sep, 2019
Instart Logic India Private Limited
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other SoftwareNetwork / System Administration
EmploymentTypeFull-time

Job Description

Job Description

We re looking for a Technical Support Engineer to join the growing Instart team. The ideal candidate should be passionate and committed to delivering the highest quality customer experience through support engagements that resolve customer requests quickly, thoroughly and completely.

You will be responsible for configuring and troubleshooting our products to resolve our customers technical issues. You will support the customer by acting as a liaison between the customer and other internal teams.

Responsibilities:

  • Ability to work independently to resolve technical issues with Instart s products and infrastructure as reported by our customers and internal team.
  • Consistently follow up and update the CRM Tool in a prompt manner for all support cases until the closure of a case. Ensure response times and update intervals adhere to the Instart s customer SLA agreement.
  • Develop internal and customer-facing documents/knowledge-based articles to be published.
  • Communicate and coordinate customer needs and RFEs to our development, operations, and sales staff.
  • Be part of 24x7 support rotation schedule.
  • Provide active feedback to Engineering Team regarding product improvements from operations/customer perspective.
  • Work with Sales Teams at different stages of customer onboarding including demo/configuration help, POC, etc.
  • Follow Instart s Support Process

    • Qualifications:

  • BS/MS in computer science
  • 5+ years of experience as a Customer Support Engineer
  • Front-line support experience and direct interaction with the customers is a must
  • Strong individual contributor proficient in scripting languages such as Python and Shell
  • Excellent understanding of technical fundamentals of the Internet and OSI Stack
  • Solid knowledge of internet protocols such as HTTP, SSL, and DNS as well as the ability to use diagnostic tools such as log analysis, traceroute, and ping
  • High familiarity with Linux platform and command-line utilities
  • In-depth knowledge of web application stack as well as the ability to diagnose the web front-end using browser developer/diagnostic tools
  • Excellent communication skills with both internal teams and external customers. Support issues may involve live customer interaction over the phone.
  • Ability to understand a customer problem or question and quickly help them resolve the issue
  • Excellent writing skills as most communication will be in written form
  • Ability to execute in a cross-functional technical team
    • ,

    Keyskills :
    troubleshooting lan operatingsystems frontend loganalysis writingskills webapplication computerscience customerexperience communicationskills etw king technicalsupp customersupp ateliaison

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