Technical Product Support

Job Description

As a Software Engineer / Senior Software Engineer at Temenos, your primary role will be to provide Product Analysis and Customer Support (PACS) to clients using Temenos products. This includes clients in the Implementing stage as well as those already live on Temenos products. You will be responsible for handling client incidents efficiently and ensuring their satisfactory resolution within agreed SLAs and customer satisfaction levels.Key Responsibilities:- Facilitate solutions to tickets logged by analyzing the issue, updating clients and stakeholders at every stage of resolution, and providing agreeable solutions.- Validate the completeness of information provided in the ticket and collect further information from the client if required. Analyze the problem thoroughly and document defects comprehensively, including root cause analysis and possible resolutions.- Educate clients on handling scenarios and meeting requirements in case of non-defect issues.- Act as a technical reference point during software implementation/upgrades and provide guidance and support to client IT teams.- Contribute to the Knowledgebase through FAQs and HowTos and develop/enhance tools to boost customer experience and reduce analysis time.- Be available for onsite analysis of tickets at client places during milestone periods like Go Live of implementation, branches, and upgrades.Qualifications Required:- BE/BTech/MCA candidates with 3 to 5 years of Product Support experience with coding experience/exposure in Java, C, C, Python.- Experience in client-facing roles and acting as a technical point of contact during software implementation/upgrades.- Experience working in 24/7 Support teams.Opportunities:- Understand the specific product/application(s) through training programs.- Enhance tools to reduce analysis time and boost customer experience.- Contribute to the Knowledgebase through FAQs and HowTos.- Provide onsite analysis support at client places during milestone periods.Company Values:- Care: Listen and care for each other, clients, partners, and communities.- Commit: Commit with determination and persistence to make things happen.- Collaborate: Collaborate within Temenos and across a wider partner ecosystem.- Challenge: Challenge the status quo, look at things differently, and drive change.Some of Our Benefits:- Maternity leave transition back with reduced work hours.- Civil Partnership: Paid leave for marriage or civil partnership.- Family care: Paid family care leave.- Recharge days: Days off for physical or mental recharge.- Study leave: Paid leave for study or personal development.Please ensure to review our Recruitment Privacy Policy.This job requires expertise in Java, C, and Python. As a Software Engineer / Senior Software Engineer at Temenos, your primary role will be to provide Product Analysis and Customer Support (PACS) to clients using Temenos products. This includes clients in the Implementing stage as well as those already live on Temenos products. You will be responsible for handling client incidents efficiently and ensuring their satisfactory resolution within agreed SLAs and customer satisfaction levels.Key Responsibilities:- Facilitate solutions to tickets logged by analyzing the issue, updating clients and stakeholders at every stage of resolution, and providing agreeable solutions.- Validate the completeness of information provided in the ticket and collect further information from the client if required. Analyze the problem thoroughly and document defects comprehensively, including root cause analysis and possible resolutions.- Educate clients on handling scenarios and meeting requirements in case of non-defect issues.- Act as a technical reference point during software implementation/upgrades and provide guidance and support to client IT teams.- Contribute to the Knowledgebase through FAQs and HowTos and develop/enhance tools to boost customer experience and reduce analysis time.- Be available for onsite analysis of tickets at client places during milestone periods like Go Live of implementation, branches, and upgrades.Qualifications Required:- BE/BTech/MCA candidates with 3 to 5 years of Product Support experience with coding experience/exposure in Java, C, C, Python.- Experience in client-facing roles and acting as a technical point of contact during software implementation/upgrades.- Experience working in 24/7 Support teams.Opportunities:- Understand the specific product/application(s) through training programs.- Enhance tools to reduce analysis time and boost customer experience.- Contribute to the Knowledgebase through FAQs and HowTos.- Provide onsite analysis support at client places during milestone periods.Company Values:- Care: Listen and care for each other, clients, partners, and communities.- Commit: Commit with determination and persistence to make things happen.- Collaborate: Collaborate within Temenos and across a wi

Keyskills :
Java