Senior Support Engineer API (US Rotational Shifts )
The Support Engineer is responsible for providing world class technical support for the InsideView products to customers and prospects across US and rest of the world. Work is done primarily via email, with phone contact, chat and remote desktop sharing sessions.
API Support Engineers provide technical support to Customers, Partners, and Developers who are implementing the suite of InsideView APIs. All Support Engineers are required to be on-call on a rotating basis. They are exceptional in multitasking. They manage the technical issues and work with Product Development teams, in case of resolution of advanced issues.
Own support cases and manage customer expectation till end resolution as per defined SLAs
Respond to general inquiries and technical troubleshooting requests related to key management, throttling, usage and authentication
Work with customers to reduce troubleshooting requests to simple and reproducible test cases, such as a standalone executable, script, or PostMan request
Document each case fully by following established processes
Work with Engineering team to triage & escalate product defects and recommend solutions
Work with Product Management team to recommend feature enhancements
Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the support team
Add design and implementation best practices to API community knowledgebase
Run monitoring reports for usage, performance, and/or availability
Bachelors Degree in Computer Science Engineering
3 5 years of relevant experience in web application technical customer support (voice and email), with a strong customer interaction experience
API familiarity, ideally with REST/JSON
Working knowledge of UNIX shell and commands, e.g., curl, and database concepts
Authentication experience such as with an application authenticating with Facebook, Twitter or an OAuth2 provider is ideal
Strong troubleshooting and debugging skills
Strong networking fundamentals
Firm grasp of internet/web technologies, networking, and software products
Ability to facilitate meetings/training sessions (on-site or virtually) for both external customers and internal colleagues using online remote desktop sharing tools
Experience documenting troubleshooting steps, technical articles, process, community posts, etc.
Nice to have:
Experience in administering at least one CRM application such as Salesforce, Microsoft Dynamics, etc.
Knowledge of Web Services/SOAP/Middleware (knowledge of Weblogic/Websphere app servers a big plus)
Understanding of Agile product development methodology, SaaS and Sales life-cycle
Understanding of Call Center Technology and metrics, SLAs and CSAT
Behavioral & Interpersonal skills
Exceptional communication (verbal and written), organizational and presentation skills
High drive towards customer enchantment
Excellent problem solving and analytical skills with attention to detail and quality; ability to think strategically and logically
Quick learner, enthusiastic and result oriented
Ability to meet deadlines, prioritize and be flexible in changing environment
Able to work independently and as an integral part of a team
Well organized and disciplined with excellent positive interpersonal skills
Location: India – Hyderabad
Shift: Rotating shifts (mainly US hours) 3:30 PM TO 12:30 AM & 9:30 PM to 6:30 AM.
Salary:INR 8,00,000 – 12,00,000 P.A. Night Shift Allowances + Dinner Meal + Transport Facility
Industry:IT-Software / Software Services
Functional Area:IT Software – Application Programming , Maintenance
Role:Technical Support Engineer
Employment Type: Permanent Job, Full Time
Technical Support Customer Support Remote Desktop Product Development Customer Interaction Microsoft Dynamics Test Cases Web Application Web Services
Desired Candidate Profile:
Please refer to the Job description above
UG: B.Tech/B.E. – Any Specialization, Computers, BCA – Computers
PG:Post Graduation Not Required
Doctorate:Doctorate Not Required
InsideView Technologies (India) Pvt Ltd.
InsideView provides CRM Intelligenceâ„¢ to drive marketing, sales and account management results. We help you find better leads, win more deals and maintain and grow customers. InsideView provides the data, insights, and connections that make every prospect and customer conversation more relevant, valuable and productive. InsideViewÂ® is used by more than 350,000 sales and marketing professionals, and in over 13,000 market-leading companies including Adobe, Hub International, Franklin Covey, and Rosetta Stone. Join our flourishing company and thrive!
For more information, visit www.insideview.com
Recruiter Name:Gaurav Nagpal
Contact Company:InsideView Technologies (India) Pvt Ltd