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Senior Staff Customer Support Engineer

Senior Staff Customer Support Engineer
Company:

Ondot Systems


Details of the offer

What you'll do: Back line support, Floor support - Ticket review and guidance, Daily backlog review Initial review of incoming tickets, provide hints for frontline team to handle issue, Facilitate simulation and repros Deep dive analysis - Debugging, code level analysis Handle escalations, complex issues, customer engagement activities Develop and deliver product and technology trainings Create and enhance Knowledge Base articles Interface with Integration, CE and Engineering, Delivery teams Hands-on review and testing of product features Drive product quality and strategy Interact with customers via phone, customer service portal and email to troubleshoot and resolve customer issues. Proactively coordinate with customer and Ondot team members to get customer issues resolved within Service Level Agreement (SLA) periods. Based on on-call duties, be available after hours and weekends. Initiate or join the customer conference bridge for Severity 1 issues. Based on severity and criticality, pull in relevant Ondot and customer team members to join the bridge until the issue is resolved or downgraded. Ask customers targeted questions and perform specific actions to triage issues to find the root cause as needed. Create Oracle Database SQL Queries to troubleshoot customer functional issues. Develop and publish knowledge base and run books for most frequent customer issues. Valid customer issues, create JIRA tickets with steps to reproduce the problem and attach relevant screenshots, DB Query output, and related log files for non-support team members. Take the initiative and work independently to meet organizational priorities. Be a team player in a global team that works round the clock to meet customer needs. What makes you a great fit: Dev / QA Background in Java Ent. Apps, Oracle, Linux Product company L3-L4 Support levels Comfortable with Linux, Java internals at the code level LPI 2/3 level certified Excellent communication and leadership skills Passionate about troubleshooting and resolving issues Experience working with global customers in a 24x7 environment Prior experience leading technical teams Experience with operational aspects of Support and Services - Reporting, Scheduling, On Call duties etc. Comfortable with programming and debugging concepts


Source: Adzuna_Ppc

Job Function:

Requirements


Knowledges:
Senior Staff Customer Support Engineer
Company:

Ondot Systems


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