Technical Support Engineer 3 Job in Appdirect Inc.

What you'll do and how you'll make an impact The role sits in the engineering org rolling up to Head of India at AppDirect and will work closely with product managers, engineers, customer accounts, and support. This is an excellent role for someone looking to progress into a Technical support engineering, sales engineering, or product manager role. Oversee resolution of all technical issues coming from channel partners and ISVs, including high-urgency issues requiring Engineering assistance Fix and deliver the customer issues that need development efforts. Be a liaison between the customer-facing teams and the Product and Engineering org for management and resolution of all technical questions and issues. Maintain detailed documentation ranging from Knowledge Base articles to live to log incidents for post-mortems. Ensure SLA obligations with internal and external stakeholders are observed and met; Lead escalations as necessary using judgment and discretion. Assist channels in optimizing their support infrastructures by providing documentation, training materials, and training sessions Develop a deep understanding of the AppDirect platform across all product lines and articulate support decisions and findings. Work closely with internal teams to stay up to date on product features, changes, and issues. Mentor, Guide, and Support junior team members in their technical learning and incident resolution. What we're looking for 4 ~ 6 years of experience in Technical support engineering 2 ~ 3 years of experience in a SaaS company in software development/support engineering. Excellent database query and management skills (SQL, Sequel Pro, MySQL) Excellent knowledge of log analysis management tools such as Splunk, Datadog Experience with the support or testing of APIs and REST tools Understanding of Java, JavaScript, XML, JSON, Web services (REST), and file systems You are comfortable interfacing with key individuals at major accounts in sensitive situations Solid, process-oriented skills for troubleshooting, problem-solving, and problem resolution Superior written and verbal communication skills Must be able to work in a fast-paced technical environment and support a product with frequent product releases and regular maintenance updates Familiarity with JIRA, Zendesk will be added as an advantage Overseeing incidents, problems, Change, and Knowledge management processes Experience in the Agile working methodology with strong customer focus and experience working with cross-functional/ cross-department teams. Exposure to tools like Zendesk, JIRA, SPLUNK, datadog A self-starter with strong organization skills, resolution management, and superior written and verbal communication skills. B.E. / B. Tech. / master s degree in computer science or equivalent.