Senior Support Engineer
KEY DETAILS:
Location: Pune
Employment Type: Full-Time
Department: Engineering
Position: Senior Support Engineer
Experience Level: 3-5 Years
JOB SUMMARY:
We are looking for a skilled and dedicated Support Engineer with 3-5 years of experience to provide high-quality technical support for our products built on .NET, Angular, and Node.js. This role involves troubleshooting complex technical issues, deploying applications to customer environments, and addressing deployment-related challenges in Windows and Linux setups. The ideal candidate will have strong problem-solving skills, a customer-focused approach, and experience with deployment and support processes.
KEY DETAILS:
Location: Pune
Employment Type: Full-Time
Department: Engineering
Position: Senior Support Engineer
Experience Level: 3-5 Years
JOB SUMMARY:
We are looking for a skilled and dedicated Support Engineer with 3-5 years of experience to provide high-quality technical support for our products built on .NET, Angular, and Node.js. This role involves troubleshooting complex technical issues, deploying applications to customer environments, and addressing deployment-related challenges in Windows and Linux setups. The ideal candidate will have strong problem-solving skills, a customer-focused approach, and experience with deployment and support processes.
KEY DETAILS:
Location: Pune
Employment Type: Full-Time
Department: Engineering
Position: Senior Support Engineer
Experience Level: 3-5 Years
JOB SUMMARY:
We are looking for a skilled and dedicated Support Engineer with 3-5 years of experience to provide high-quality technical support for our products built on .NET, Angular, and Node.js. This role involves troubleshooting complex technical issues, deploying applications to customer environments, and addressing deployment-related challenges in Windows and Linux setups. The ideal candidate will have strong problem-solving skills, a customer-focused approach, and experience with deployment and support processes.
KEY RESPONSIBILITIES:
• Technical Support:
o Provide Level 1/Level 2 technical support for applications developed using .NET, Angular, and Node.js.
o Analyze, troubleshoot, and resolve complex technical issues in a timely manner.
o Collaborate with cross-functional teams, including development and QA, to escalate and resolve critical issues.
• Deployment Management:
o Deploy applications and updates to customer environments, including on-premises and cloud setups.
o Configure environments, including server setups and database configurations, to meet application requirements.
o Troubleshoot deployment issues on Windows and Linux platforms.
• Customer Interaction:
o Respond to customer queries and issues through email, tickets, or calls.
o Provide clear and concise explanations of technical solutions to non-technical stakeholders.
• Networking and System Troubleshooting:
o Diagnose and resolve networking issues, such as connectivity, DNS, and firewall-related problems, affecting deployments.
o Work with system administrators to ensure proper server and network configurations.
• Issue Management:
o Track and document reported issues, resolutions, and steps taken in ticketing systems like Jira.
o Prioritize and manage multiple issues simultaneously while ensuring timely resolution.
o Gather and provide detailed information to L3 or development teams for unresolved issues.
• Maintenance and Updates:
o Identify recurring issues and work with the development team to provide long-term fixes.
o Assist in deploying patches, updates, and hotfixes to resolve reported issues.
• Monitoring and Reporting:
o Monitor product performance and system logs to proactively identify potential issues.
o Generate reports on support metrics, issue resolution times, and customer satisfaction.
REQUIRED SKILLS AND EXPERIENCE
• Core Technical Skills:
o Knowledge of .NET Framework/Core, Angular, and Node.js applications.
o Proficiency in debugging and analyzing application issues, including logs and error traces.
o Familiarity with databases (SQL Server, MySQL) for identifying and resolving data-related issues.
o Experience in deploying applications and updates in customer environments, including on-premises and cloud-based setups.
o Basic knowledge of Windows and Linux operating systems for troubleshooting deployment-related issues.
o Understanding of basic networking concepts, including IP configurations, DNS, firewalls, and VPNs, for diagnosing connectivity problems.
o Knowledge of CI/CD pipelines and tools like Jenkins or Azure DevOps.
o Familiarity with DevOps practices and containerization tools (e.g., Docker, Kubernetes).
o Experience with cloud platforms like AWS, Azure, or Google Cloud.
o Basic programming knowledge in languages like JavaScript, Python, or Java.
• Tools and Systems:
o Experience with ticketing and issue-tracking tools such as Jira, ServiceNow, or similar.
o Knowledge of monitoring tools (e.g., Kibana, Grafana, New Relic) for diagnosing performance issues is a plus.
• Soft Skills:
o Excellent verbal and written communication skills.
o Strong organizational and multitasking abilities.
o A proactive and customer-oriented mindset.
• Problem Solving:
o Analytical thinking and ability to diagnose and resolve complex technical issues.
o Understanding of root cause analysis and documentation of preventive measures.
KEY RESPONSIBILITIES:
• Technical Support:
o Provide Level 1/Level 2 technical support for applications developed using .NET, Angular, and Node.js.
o Analyze, troubleshoot, and resolve complex technical issues in a timely manner.
o Collaborate with cross-functional teams, including development and QA, to escalate and resolve critical issues.
• Deployment Management:
o Deploy applications and updates to customer environments, including on-premises and cloud setups.
o Configure environments, including server setups and database configurations, to meet application requirements.
o Troubleshoot deployment issues on Windows and Linux platforms.
• Customer Interaction:
o Respond to customer queries and issues through email, tickets, or calls.
o Provide clear and concise explanations of technical solutions to non-technical stakeholders.
• Networking and System Troubleshooting:
o Diagnose and resolve networking issues, such as connectivity, DNS, and firewall-related problems, affecting deployments.
o Work with system administrators to ensure proper server and network configurations.
• Issue Management:
o Track and document reported issues, resolutions, and steps taken in ticketing systems like Jira.
o Prioritize and manage multiple issues simultaneously while ensuring timely resolution.
o Gather and provide detailed information to L3 or development teams for unresolved issues.
• Maintenance and Updates:
o Identify recurring issues and work with the development team to provide long-term fixes.
o Assist in deploying patches, updates, and hotfixes to resolve reported issues.
• Monitoring and Reporting:
o Monitor product performance and system logs to proactively identify potential issues.
o Generate reports on support metrics, issue resolution times, and customer satisfaction.
REQUIRED SKILLS AND EXPERIENCE
• Core Technical Skills:
o Knowledge of .NET Framework/Core, Angular, and Node.js applications.
o Proficiency in debugging and analyzing application issues, including logs and error traces.
o Familiarity with databases (SQL Server, MySQL) for identifying and resolving data-related issues.
o Experience in deploying applications and updates in customer environments, including on-premises and cloud-based setups.
o Basic knowledge of Windows and Linux operating systems for troubleshooting deployment-related issues.
o Understanding of basic networking concepts, including IP configurations, DNS, firewalls, and VPNs, for diagnosing connectivity problems.
o Knowledge of CI/CD pipelines and tools like Jenkins or Azure DevOps.
o Familiarity with DevOps practices and containerization tools (e.g., Docker, Kubernetes).
o Experience with cloud platforms like AWS, Azure, or Google Cloud.
o Basic programming knowledge in languages like JavaScript, Python, or Java.
• Tools and Systems:
o Experience with ticketing and issue-tracking tools such as Jira, ServiceNow, or similar.
o Knowledge of monitoring tools (e.g., Kibana, Grafana, New Relic) for diagnosing performance issues is a plus.
• Soft Skills:
o Excellent verbal and written communication skills.
o Strong organizational and multitasking abilities.
o A proactive and customer-oriented mindset.
• Problem Solving:
o Analytical thinking and ability to diagnose and resolve complex technical issues.
o Understanding of root cause analysis and documentation of preventive measures.
KEY RESPONSIBILITIES:
• Technical Support:
o Provide Level 1/Level 2 technical support for applications developed using .NET, Angular, and Node.js.
o Analyze, troubleshoot, and resolve complex technical issues in a timely manner.
o Collaborate with cross-functional teams, including development and QA, to escalate and resolve critical issues.
• Deployment Management:
o Deploy applications and updates to customer environments, including on-premises and cloud setups.
o Configure environments, including server setups and database configurations, to meet application requirements.
o Troubleshoot deployment issues on Windows and Linux platforms.
• Customer Interaction:
o Respond to customer queries and issues through email, tickets, or calls.
o Provide clear and concise explanations of technical solutions to non-technical stakeholders.
• Networking and System Troubleshooting:
o Diagnose and resolve networking issues, such as connectivity, DNS, and firewall-related problems, affecting deployments.
o Work with system administrators to ensure proper server and network configurations.
• Issue Management:
o Track and document reported issues, resolutions, and steps taken in ticketing systems like Jira.
o Prioritize and manage multiple issues simultaneously while ensuring timely resolution.
o Gather and provide detailed information to L3 or development teams for unresolved issues.
• Maintenance and Updates:
o Identify recurring issues and work with the development team to provide long-term fixes.
o Assist in deploying patches, updates, and hotfixes to resolve reported issues.
• Monitoring and Reporting:
o Monitor product performance and system logs to proactively identify potential issues.
o Generate reports on support metrics, issue resolution times, and customer satisfaction.
REQUIRED SKILLS AND EXPERIENCE
• Core Technical Skills:
o Knowledge of .NET Framework/Core, Angular, and Node.js applications.
o Proficiency in debugging and analyzing application issues, including logs and error traces.
o Familiarity with databases (SQL Server, MySQL) for identifying and resolving data-related issues.
o Experience in deploying applications and updates in customer environments, including on-premises and cloud-based setups.
o Basic knowledge of Windows and Linux operating systems for troubleshooting deployment-related issues.
o Understanding of basic networking concepts, including IP configurations, DNS, firewalls, and VPNs, for diagnosing connectivity problems.
o Knowledge of CI/CD pipelines and tools like Jenkins or Azure DevOps.
o Familiarity with DevOps practices and containerization tools (e.g., Docker, Kubernetes).
o Experience with cloud platforms like AWS, Azure, or Google Cloud.
o Basic programming knowledge in languages like JavaScript, Python, or Java.
• Tools and Systems:
o Experience with ticketing and issue-tracking tools such as Jira, ServiceNow, or similar.
o Knowledge of monitoring tools (e.g., Kibana, Grafana, New Relic) for diagnosing performance issues is a plus.
• Soft Skills:
o Excellent verbal and written communication skills.
o Strong organizational and multitasking abilities.
o A proactive and customer-oriented mindset.
• Problem Solving:
o Analytical thinking and ability to diagnose and resolve complex technical issues.
o Understanding of root cause analysis and documentation of preventive measures.