Product Support Engineer (L2)

Job Description:
Title: L2  Support Engineer (Product Support)
Timings: 

• During Daylight Savings (DLS) when it starts: 4:30 PM to 1:00 AM IST
• When DLS ends: 5:00 PM to 1:30 AM IST

Job Summary

As a member of the PairSoft Support team, the Technical Customer Support Engineer (Tier 2) is responsible for handling software issues reported by clients entered in the support portal. You will escalate critical issues to senior team members or third tier. You will assist clients with software updates. You will create client facing and internal Knowledge Base articles when necessary. You will evaluate and resolve complex issues reported by the clients. You will communicate updates to the clients on their open issues. You will participate in virtual meetings with clients using different platforms, like MS Teams, Zoom etc. You will attempt to reproduce and provide a workaround for any client issue and either escalate to the third support tier or report a defect to development, based on the existing processes. As a member of the Support Team, you might be required by your management to support the Sales and Consulting teams.

Responsibilities / Essential Functions

• Work complex support tickets escalated from Tier 1, as assigned.
• Handling technical support cases and projects with respect to PairSoft customers in different geographical locations.
• Perform advanced level troubleshooting and maintain public and internal notes of all findings, escalate to next level as per the process.
• Troubleshoot & perform advanced/expert level triage and escalate to the next level as per the process.
• Ensure case escalation procedure is strictly followed and necessary information exists in case details.
• Ensure that the support cases and projects get completed within a reasonable timeframe.
• Responsible for thoroughly documenting and submitting defects to the Product team.
• Communicate updates to the client regarding support tickets on a consistent basis that adheres to Company policy. Responsible for direct customer communication.
• Shares products, technical, and consulting knowledge with colleagues.
• Document troubleshooting processes and provide clear concise written documents, including KB articles.
• Performs other duties, as assigned by the Team Lead or higher Management.

Requirements

• Bachelor’s degree in computer science.
• 2+ years’ experience in Product based Technical Customer Support.
• Excellent in C#, ASP.Net, Visual Studio, Web Technologies, SQL Server, JavaScript. A plus for knowledge of jQuery, MVC, AngularJS.
• Fluent English verbal and written communication skills.
• Familiar with tools such as Postman, debug diag. a plus for ERP knowledge (Payables, receivables, general ledger).
• Ability to diagnose issues and clearly provide detailed reproduction steps is a must.
• Excellent communication and presentation skills.
• Strong problem-solving and technical skills and ability to explain complex technical and business concepts.
• Self-Starter - ability to work autonomously, exercise independent judgment, use discretion, and keep his/her manager relevantly informed.
• Team Collaboration - Ability to collaborate with team members across multiple functions and to influence participation and work results.
• Highly motivated & self-driven with a proven ability to perform multi-tasking.
• Remote Worker Experience – you have worked remotely before and are familiar with virtual collaboration tools.

• Opportunity to grow your career with a rapidly growing organisation.
• Exposure to working with a Microsoft gold partner organization with the latest technologies.
• People first organisation culture
• Company Paid Group Mediclaim Insurance for employee, spouse and up to 2 Kids of INR 400,000 per annum. • Company Paid Group Personal accidental insurance for employees of INR 1,000,000 per annum.
• Company Paid & Manager approved Career Advancement Opportunities
• Best in the Industry referral bonus policy.
• 29 Paid leaves throughout the year
• Company-paid Maternity leaves for female employees