Application Support Engineer I - Event
India
Divisions – Customer Support /
Full-Time /
Hybrid
About the Team
Event Team is basically responsible for monitoring the alerts, validating them, creating tickets and perform basic/advanced level troubleshooting to ensure that the issue is fixed. We are a 24/7 process, where in we have 2 shifts in the India region and 1 shift which the US team handles. The team is also responsible for handling calls and emails hence excellent communication skills is essential. We work primarily on a Linux server; hence Linux SQL is the basic requirement.
Roles & Responsibilities
- Proactively monitor, validate and troubleshoot internally raised system and application related issues through the inbuilt monitoring platform.
- Adhere to SLAs for support coverage to ensure initial response and timely resolution for customer issues via phone and/or E-mail.
- Handling planned/unplanned system & application Health checks to ensure smooth and seamless functioning of the product/applications.
- Flexible to work in staggered shifts including one of the weekends ( either a Saturday or Sunday)
- Flexible to work on a rotating basis between morning and afternoon shifts depending on the requirement.( Specific to India region)
- Identifying monitoring gaps within the product and suggesting ways to bridge the gap or improve the existing alerting so as to proactively catch hold of any unforeseen events.
- Vetting/analyzing newly created alerts before moving them to production by means of assessing noise, alert logic, alert description and behaviour.
- Develop knowledge around the monitoring platform to better fine tune alerts that are in production.
- Provide guidance, training and assistance to team members for dealing with internal and external escalations.
- Identify patterns of recurring issues and work towards reducing the recurrence by fixing it on the product side or monitoring side.
- Keeping tab of issues that are being escalated to the next level and work towards documenting SOPs that will help the team deal with those issues internally.
- Ensuring deployment of updated monitoring scripts across the board in a time bound manner.
- Develop broad expertise for multiple assigned products to maximize first contact resolution.
- Focus on delivery of quality service to customers and partners to drive high levels of customer satisfaction and long-term loyalty.
- Effectively manage/triage issues to ensure timely customer status updates and ultimate resolution.
- Log and track cases maintaining detailed documentation of all interactions and statuses throughout the lifecycle of issue.
- Capture, reuse and share knowledge using KCS (Knowledge-Centered Service) practices as Contributor or Publisher. May include KCS Coach role.
- Advocate for product, policy and process improvements that improve the customer experience.
- Collaborate closely with cross-functional teams to resolve issues and fulfil customer needs.
- Other duties as assigned
Required Experience/Skills
- Passion for helping customers succeed.
- Excellent verbal, written and interpersonal communication skills.
- Strong diagnosis and problem-solving abilities.
- Strong knowledge on Linux and application support
- Time management and critical thinking skills.
- Proficient in using CRM business systems, Microsoft business applications and related support platforms.
Education and Experience
- Bachelor’s in computer science, Information Systems, or equivalent work experience or certifications.
- Minimum of 4-6 years in a support delivery role
- IT, networking, or SaaS application support experience highly desired
