Summary Of Position :
Senior Technical Support Engineer for production support handles customer tickets which involve troubleshooting problems with customers, providing technical root cause analysis, and driving support escalations to their successful closure. Drive and direct coordinated efforts across different teams and manage deliverable documents.
This position reports to : Manager, Software Development.
What you get to do in this role:
- Support customers to troubleshoot issues in production environments via Phone and Email.
- Investigation, prioritization, and resolution of software issues including integration, Application and Database level.
- Comprehensive analysis of technical issues, such as : Root-cause of software issues regardless of source (database, system, or software).
- Able to perform log analysis to get root cause of customer issues
- System performance analysis.
To be successful in this role, we need someone who has :
- 6+ years of experience in a software development environment as a Software Product Support Engineer/ Implementation Specialist/Software Specialist/Product Support Analyst
- Working experience in Java, J2EE, Spring, Hibernate, Servlets, JSP technologies with servers like Tomcat, JBoss, WebSphere, etc.
- Hands on web development skills ( HTML, CSS, jQuery, ExtJS )
- Hands-on Experience with relational databases (Oracle, SQL Server, MySQL) is a must. Knowledge of Mondrian and Coherence are an added advantage.
- Strong analytical problem solving skills and attention to detail
- Strong ability to deep dive and troubleshoot performance issues
- Excellent written and verbal communication skills, including the ability to effectively communicate to both technical and non-technical customers via Phone, Email.
- Familiarity with the SDLC
- Familiarity with the agile methodology and continuous integration (i.e. nightly builds and releases).
- Should be able to perform Impact Analysis and RISK Assessment.
- Ability to work with many cross-functional teams inside the IT organization along with Technology Services.
- Ability to learn quickly and willingness to continuously learn and enhance skills.
- Good follow-up skills, keeping others up to date with information.
- Excellent initiative, interpersonal and problem solving skills with a strong desire to continuously learn and enhance skills.
- Ideal candidates need to be willing to work in the US Time zone and rotational shifts.
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