Engineer - Software Support

Job description
The Software Support Engineer is responsible for providing technical assistance and support to our customers 24/7/365

This role requires excellent communication skills, problem-solving abilities, and a deep understanding of the GO Software ecosystem running the Warehouse operations

Responsibilities include Technical Support, Critical Issue Resolution, Training & Documentation, System Monitoring, and Collaboration with internal and external stakeholders

Tech Skills required are LINUX, GRAFANA, INFLUX DB, POSTGRES DB, MYSQL, SHELL/PYTHON SCRIPTING, and anything else used in GreyMatter SW

In summary, Software Support is crucial in ensuring user satisfaction and resolving software-related issues. They collaborate with various teams, provide technical assistance, and contribute to improving software applications. Strong technical knowledge, problem-solving skills, effective communication, and customer focus are essential in this role.

Responsibilities:

* Responsible for efficiently handling and resolving technical issues passed on by L2.

* Ensure timely and effective action as per decided workflow basis priority and severity for each ticket.
*Should ensure maximum issues are resolved without L4/R&D involvement.
*Should ensure adherence to committed SLAs for each reported issue.
*Should follow ticketing SOPs and ensure tickets are generated for R&D with all relevant technical details captured for every issue.
*Should follow internal escalation matrix based on severity and resolution time.
*Should ensure all relevant site-specific technical documentation and documentation regarding new product lines and/or features are accurately captured from R&D and shared with Client Service team.
*Should support CSMs in developing an eminently capable and technically competent team of assistant client service managers and service engineers.
*Responsible for creating and monitoring software and hardware component-wise reliability metrics for each installation.
*Should develop a framework to predict potential/future failures and ensure requisite preventive measures are taken

Required :
*Engineering graduate with at least 6 months of experience in a 24*7 Software Support role.
*Experience with Linux/Unix
*Experience with SQL
*Experience with scripting - Python/Shell.
*Must have strong communication skills.

Role: Software Development - Other
Industry Type: IT Services & Consulting
Department: Engineering - Software & QA
Employment Type: Full Time, Permanent
Role Category: Software Development
Education
UG: Any Graduate
PG: Any Postgraduate
Key Skills
UnixAutomationLinuxMySQLWorkflowTechnical supportMonitoringSQLPythonTechnical documentation