Lead Software Engineer - Customer Support (Tech.)
Icertis
Responsibilities- Understand how the product works and how it is used by customers.
- Interact with customers on/ off-site to troubleshoot issues, provide workarounds by leveraging your software development skills.
- Exposure on Rest API's.
- Azure knowledge (Service Bus, App Inside, Hang fire, redis cache, etc).
- Should be primary TSE for multiple large(>1M/year) accounts. Should be able to manage customer requirements for large accounts
- Should be able to guide ASE/SE/SSE for quicker resolutions as TechLead
- Should achieve productivity goal for the tech team as TechLead
- Should be able to drive initiatives for productivity and ticket resolution quality improvement
- Work on providing innovative ideas to improve ticket closure quality..
- Understand and fulfill enhancement requests received via customer use-cases.
- Should be able to contribute on knowledge base articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.
- Provide technical expertise, guidance, mentorship to team members. Participate in hiring processes.
- Provide hot fixes, patches and upgrade deployment support in production and staging environments and work closely with customers to schedule and test.
- Offer innovative ideas to improve ticket resolution quality.
Qualifications- 7-10 years of experience in a Support or Sustaining engineering role.
- Troubleshooting skills on the Microsoft platform, with expertise in C#, ASP.NET, MVC, SQL, Stored Procedures and JavaScript.
- Expertise on Windows Azure and Cloud Computing will be an added advantage.
- Net and Azure certification would be added advantage
- Understanding of customer support processes and tools. Ability to follow defined processes.
- Good written and verbal communication skills.
- The ability to be a good listener, and to understand customer issues. Ability to work independently on issues assigned.
- Should be open to work for EST /PST shifts ( 5:30PM IST or 9:30PM IST onwards)