BriefCase
BriefCase

Senior Support Engineer (l2) Job in 42gears Mobility Systems Pvt. Ltd.

Senior Support Engineer (l2)

42gears Mobility Systems Pvt. Ltd. 4+ weeks ago
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Job Summary
  • Develop subject matter expertise with regards to the platform, integrations, and internal tools and their uses by attending scheduled trainings and internal meetings, reviewing internal documentation, historical ticket interactions and Jira conversations, as well as dedicating time to learning API and technical languages and processes.
  • Accountable for team performance, including maintaining SLAs and service quality for support to clients and internal teams.
  • Resolve customer issues efficiently by maintaining high levels of responsiveness, resolving tickets, and prioritizing issues across various Support channels. Participate in 24/7 on-call support as required.
  • Maintain expert knowledge of new and existing features and integrations through deployment notes, documentation, and training.
  • Initiate escalation tickets to the development team for cases that need more extensive troubleshooting, code changes, or other developer attention.
  • Collaborate with Engineering and Product Teams to resolve customer issues quickly and concisely.
  • Create new knowledge base articles and drive team to capture new learnings for reuse
  • Independently research reported issues using available resources and critical thinking to draw conclusions
  • Ensures personal technical competency in at least two product lines.
  • Provides communication and information to others to understand technical product issues or operations that impact customer support.
  • Performs related duties as assigned.
Experience Required :

Fresher

Vacancy :

2 - 4 Hires

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