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Associate Support Engineer

1.00 to 3.00 Years   Chandigarh   14 May, 2020
Duck Creek
Job LocationChandigarh
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

  • Communicates directly with the customer(s) via web meetings and incident tracking workflow with assistance of the Sr. Associate Support Engineer or higher
  • Communicates directly with Customer Service Managers to provide status updates in a timely manner for high priority incidents
  • Qualifies incidents submitted by third-party implementation teams or customers by identifying gaps in the details of incidents and gathering information
  • Sets up environments within AWS to replicate and triage incidents reported submitted by third-party implementation teams or customers
  • Works within DCOD environments to replicate and triage incidents reported submitted by third-party implementation teams or customers
  • Triages low to moderate complexity incidents with close direction from Sr. Associate Support Engineer or higher
  • Leverages Duck Creek utilities such as JIRA, Salesforce, Trace Monitor, ExampleUtil, data copy tools, etc to triage reported incidents
  • Leverages third-party utilities such as Java eclipse, Visual Studio, HTTPWatch, Fiddler, SQL Management Studio, etc to triage reported incidents
  • Provides work-a-rounds or solutions to third-party implementation teams or customers based on analysis during the triage process
  • Escalates incidents deemed to be base code defects to the proper Engineering teams
  • Applies SQL or XML scripts in DCOD environments to align data
  • Identifies trends and patterns of reported data fix requests
  • Identifies ways to automate processes regarding data fix requests or develop utilities to assist in the triaging process
  • Attends sprint reviews and supports targeted training
  • Serves as on-call Support Engineer for after-hours emergencies as needed to triage Severity Level 1 incidents
  • Analyzes and assesses upgrade impact based on release notes and code changes for new release features.
  • Leverages Duck Creek upgrade tools to generate differential analysis and produce low impact upgrade path for Duck Creek Customers.
  • Develops and execute tests including PowerShell, Regression Runner and Selenium based automation tools
  • Performs other related duties and activities as required
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Keyskills :
networking activedirectory troubleshooting operatingsystems technicalsupport visualstudio releasenotes customerservice sql xml aws java jira tests trace design triage eclipse scripts ncallsupport

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