Sr. Application Support Engineer / Escalation Engineer

Experience : 4 Years
Education : MCA, BE/B.Tech
Location : Mumbai
Job Role : Engineer
Posted on 03 Jan 20
Job is expired
Job DescriptionLast Date 19 Jan 20
Sr. Application Support Engineer / Escalation Engineer

Location: Mumbai

Experience: 4 to 8 years

Job Duties and Responsibilities:
  • Act as point-of-contact by providing technical support to Enterprise customers and partners of Seclore.
  • Handles real-time voice-calls and chats with technical queries and adheres to the SLAs
  • Handles email queries and responds in a timely-manner
  • Achieves understanding of Seclore products and gains expertise
  • Applies knowledge and experience along with analytical approach to diagnose and resolve issues in unique and complex customer environments
  • Attempts to provide resolutions on the first interaction with customers
  • Handles multiple cases at the same time with varying degrees of severity
  • Effectively communicates procedural and technical issues to internal and external customers/stakeholders
  • Manages schedule of cases, determines including priority level and negotiating and setting expectations with the customers
  • Assesses the need to engage or escalate to the required resources to handle complex issues/situations
  • Engages with internal teams to prioritize customer requests
  • Researches on array of topics like operating system & its fundamentals, Infrastructure technologies, and Seclore products as and when needed
  • Participates in the new product releases to ensure information and training requirements are met to start supporting the new release
  • Engages in ongoing trainings and function/organization development, along with self-learning
  • Creates documentation and support knowledge base to reduce troubleshooting time and drive faster resolution
  • Works towards becoming an SME on a product area and go to guy for an underlying related technology
  • Works in a team with assorted expertise
  • Mentors and assist new technical support engineer and peers to develop skills
  • Comfortable working in shifts
  • Multitasks and works well in a fast-paced environment

Expectations from the role:
  • Expected to handle escalated tickets (technical/customer situation)
  • Expected to create troubleshooting/technical documentation/KB articles that can be used as reference documents by the entire team
  • Expected to be a technical mentor for a group of assigned engineers
  • Coordinate with the engineering team to drive an issue towards resolution or gather detailed understanding on the product as and when required

Areas of work:
  • Support — Helping people use applications by answering their questions and giving information that facilitates correct operation of Seclore products over the phone, chat and / or email.
  • Troubleshooting — Diagnosing malfunctions in the operation of software.
  • Repair — Correcting application software malfunctions

  • Hands on experience across the following core technologies
  • Operating systems – Windows Server/Windows Client
  • Expert Level understanding of Windows Server Concepts
  • Solid Hands on experience in troubleshooting Windows OS and application related issues
  • Infrastructure technologies – AD, DNS, DHCP, IIS
  • Good working knowledge of MS Office suite
  • Strong foundation of Networking Principles
  • Working knowledge of
  • Relational DB principles and methodologies – MS-SQL, Oracle
  • Virtualization Technologies – Vmware / Hyper-V
  • Antivirus Softwares
  • Knowledge of tools like Process Monitor, Process Explorer, Network monitor/Wireshark,
  • Good to have knowledge of
  • Operating system – Linux, MAC OS
  • Windows Exchange
  • Apache Tomcat and Apache Web Server
  • Knowledge of computer security procedures and protocol
  • Remote Deployment Tools like LANDesk, SCCM and other IT landscape
  • Knowledge of tools like Procdump, Memory dumps like Windbg and Debugdiag
  • Required: Bachelor’s Degree or Diploma in Computer Science
  • Preferred: Industry certifications like MCSE, MCP, RHEL Certifications, CCNA

  • Above 4 years’ of experience in a Technical Support role, preferably application support
  • Managed Customers from regions such as NA, EMEA or APAC
  • Exposed to working shifts in nights
  • Handled customers on the phone
  • Current job includes exposure to CRM tool
  • Exposure to severity based models would be preferable
  • Exposure to Enterprise/Corporate customers preferable

Abilities required:
  • Strong customer-focus and problem-solving attitude
  • Ability to communicate technical information to non-technical personnel.
  • Keen sense of ownership of technical issues of Seclore’s enterprise customers
  • Ability to generate progress reports on cases owned
  • Good communication skill and learning attitude.
  • Ready to work on 24/7 support center.
  • Be a team player with ability to stretch (time-wise) when required
  • Willing to work in high-pressure environment
  • Skills in planning, organizing, and adapting within a multi-tasking environment.
  • Willing to work in night shifts

  • Most people in this type of job tend to work as part of a Technical Support team. 
  • They relate to customers and partners to assess technical products and to resolve technical issues. 
  • They also relate to customers with varying levels of technical skills and understanding. 
  • They are often under pressure to manage multiple requests/cases with varying levels of importance and criticality. 
  • More experienced people are often recognized as experts in specific products or technology areas, and are called upon by management to work on specific cases when required.

Working conditions and physical effort:
  • Work is normally performed in a typical interior/office work environment.
  • No or very limited physical effort required.
  • No or very limited exposure to physical risk.
Job Type : Full Time
Interview Type : Face to Face Interview
Company Description
Delivering solutions that ensure information remains secure and trackable no matter how or where it travels, without hindering collaboration effectiveness, has been our mission for over eight years.

As an early and on-going innovator in Rights Management technology, we have now expanded our solution suite with an open, agile Data-Centric Security Platform. The cohesive Data-Centric Security framework also automates the protection of documents as they are discovered, classified, downloaded and shared, ensuring the sensitive information is consistently protected without impacting collaboration workflow.
Job is expired
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