Technical Support Engineer Job in Gaian Solutions

The Opportunity

• Are you passionate about digital transformation?
• Are you a problem solver?
• Do you thrive in execution challenges and attention to detail?

WE ARE:

An Omni-Channel digital transformation platform product plus services company serving Telco, Media, and Hi-Tech industries in the USA, India, and the Middle East. Our PaaS platform and its SaaS applications reach millions today.

The Role:

Key Responsibilities:

• Taking ownership of customer issues reported and seeing problems through to resolution
• Understand, interpret, reproduce, and diagnose issues reported by the customers.
• Researching, troubleshooting and identifying solutions to resolve product issues
• Should be able to handle voice calls, emails and online web sessions with the customer as part of technical troubleshooting
• Should exhibit patience and empathy while working with customer with an aim to drive positive customer experience
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Following standard procedures for submitting tickets to the engineering team for further investigation of unresolved issues
• Contributing actively towards knowledge base articles
• Adherence to strict SLA s
• Ready to work in early morning, general and afternoon shifts, including weekends, on rotation basis
• Should demonstrate an aptitude and appetite for learning newer technologies while expanding on the core knowledge
• The engineer should be available to work in the late evening shift (4pm - 1am) if required.

Basic Qualifications

• 0-4 years of experience in an instructional design role.
• Good written and verbal skills.
• Bachelor s Degree or Master s Degree in education.
• Experience in developing ILT/eLearning materials (here a work sample should be requested as part of the hiring process).
• Experience collaborating with global stakeholders and SMEs.
• Experience explaining complex topics to a novice audience.
• Demonstrated working knowledge of eLearning development tools such as Adobe Captivate.
• Expertise in Microsoft Office applications including PowerPoint, Word, Excel

Primary skills:

• 1-3;3-8 years of relevant experience.
• Strong technical knowledge on:
  • Cloud Technologies AWS, Azure etc.
  • Databases SQL, Oracle, MySQL etc.
  • Operating Systems Linux, Windows etc.
  • Networking Basic networking concepts and troubleshooting
  • Programming knowledge Java, Python (Desirable, not a must has) o Prior experience with REST and SOAP calls.
• Excellent communication skills English written and verbal
• HTTP technology and principles, including REST and SOAP principles (Required)
• JSON & XML Data formats (required)
• Javascript Regular Expression (Good to have)
• Good understanding of networking protocols and applications (TCP/IP, proxies, load balancing, firewalls, etc.) (Required)
• Working knowledge of database technologies and SQL (Required)
• In-depth familiarity of Linux (Required) (advanced user; sysadmin experience a bonus, but not required)
• Strong analytical and logical reasoning for technical troubleshooting
• Ability to collaborate with cross-functional teams Dev, QA, Infrastructure teams etc.
• Should be a team player who keeps team s success before individual achievements
• Knowledge on data integration (Informatica/ Mulesoft))