Associate Technical Support Engineer jobs in Bangalore at Khoros

About Khoros

Khoros, formerly known as Lithium + Spredfast, is the leading customer engagement platform providing Social Media Marketing, Care and Monitoring Solutions. Khoros Customer Engagement Platform is built to turn siloed knowledge into enterprise value, and customers into contributors. By connecting consumer insights across all departments, Khoros gives companies the ability to run their business with their customers, anticipating their needs and accelerating sales, loyalty, and innovation. With 2,000+ customers, including 52 of the Interbrand 100. Khoros has ten offices globally and powers approximately 500 million digital interactions every day. From social media to online communities and messaging to digital customer care, Khoros helps companies authentically connect with customers throughout their journey.

ROLE

We are looking to add an Associate Technical Support Engineer to the Mission Critical Support Team. You’ll be responsible for providing critical support to product outages for three different products as well as proactively monitor product infrastructure and mitigate performance issues that have the potential to become an outage if not checked. The position requires one to work in 24x7 shifts. The team sets high standards for the work they do while also maintaining a learning oriented work environment. You’ll be challenged to scale up quickly and learn many new technologies. This is a customer facing role.

WHAT YOU WILL DO ?

Work on Severity 1 issues (outages) across all products and for different customers.
Respond to customers within defined SLAs and committed timelines.
Monitor product infrastructure through alerts and take timely action to resolve them.
Develop RCA while working along with Engineering teams.
Learn new technologies and help transition newer services to the MCS team.
Identifying documentation requirements in our knowledge base.

WHAT WE ARE LOOKING FOR ?

At least 2 years of experience in technical support roles, ideally supporting web applications
Demonstrable interest in software and technology
Ability to understand and troubleshoot basic technical issues
Excellent written and spoken communication skills
Able to communicate effectively between teams and individuals of varying technical expertise
Familiar with the latest trends in social channels (forums, Facebook, Twitter, etc.)
Able to multi-task effectively while working on customer issues

WHAT WOULD ADD VALUE ?

Working knowledge of Application Servers like Apache Tomcat and Web Servers like Apache.
Experience with analysing JVM thread dumps or Heap Dumps.
Experience in Web Technologies like HTML5, CSS, JavaScript, JQuery, etc. and Programming languages like Java, J2EE, or python.
Experience in Scripting languages like Shell, bash, etc.
User level experience of Linux Environment.
General idea about Multi-Tier Web Application architecture
Technical or support certifications such as ITIL V3/V4

WHY SHOULD YOU JOIN OUR TEAM ?

Awesome Culture