Technical Support Engineer II

About Madison Logic:

Our team is reshaping B2B marketing and having fun in the process! When joining Madison Logic, you are committing to giving 100% and always striving for more. As a truly global company, we take pride in a diverse culture free from gender, racial, and other forms of bias.

URGENCY Lead with Action. Prioritize Follow-up.

ACCOUNTABILITY Don't Point Fingers. Take Responsibility.

INNOVATION Think Big. Innovate.

RESPECT Respect Customers. Respect Each Other.

INTEGRITY Act Ethically. Lead by Example.

At ML you will work with & learn from an incredible group of people who care about your success as much as they care about their own. Our team is at the heart of what we do and our success starts with you!

About the Role:

As a Technical Support Engineer, you will provide exceptional tier II level support, addressing hardware and software issues through effective problem recognition, research, and resolution. You will assist and train inexperienced or non-technical end users, ensuring they effectively utilize various software packages. 

In this role, you will foster strong relationships with both internal and external stakeholders to enhance the credibility and functionality of our products. You will create and maintain a comprehensive application-focused knowledge base for users, ensuring accurate information is recorded and maintained within our ticketing system. Provide clear and concise written and verbal communication that is easily understood and is appropriate for the audience. This is a full-time on-site role located in Pune. 

Responsibilities:

• Provide tier II level support, problem recognition, research and isolation to help resolve hardware and software issues
• Assist and train inexperienced or nontechnical end users in the utilization of various software packages
• Foster strong relationships with internal and external stakeholders to build credibility for the ongoing enhancement of products developed by Madison Logic
• Create and maintain an application focused knowledge base for internal and external users
• Record and maintain accurate information within the ticketing system
• Responsible for documenting any new or changed information regarding the customers
• Diagnose basic user issues within applications
• Interface directly with customers to make sure their needs are being met and that we provided superior customer experiences
• Proven ability to handle customer escalations and concerns
• Perform testing, research, troubleshooting, analysis activities, internal consultation, and collaboration regarding product functionality to build knowledgebase to respond to support cases successfully
• Consistently improve technical product knowledge through training, self-directed research, testing, and internal consultation to become a subject matter expert (SME) for Madison Logic products
• Consult with clients on best practices and the use of Madison Logic products to meet their business requirements
• Help our team grow from your expertise, experience, and perspectives. 

Basic Qualifications:

• Ability to work in-office during one of the following shifts required (1) 4:30pm - 1:30am (2) 5:30am - 2:30pm (3) 7:30am - 4:30pm
• Fluent in English language (verbal and written) and possessing a clear and concise communication style
• Clear and concise communication style
• University degree +5 years of experience
• A minimum of 2 years as a Support Engineer
• 1+ years experience with AWS tools and services
• 1+ years experience with technical application system
• Demonstrated knowledge of database architecture and systems configuration
• Working knowledge of SQL 

Desired Characteristics:

• Self-Sufficient and proactive nature, able & comfortable "figuring things out", resorting to escalation only when after exhausting all other options
• Strong sense of urgency required
• Exceptional communication skills, both verbal and written, with a knack for explaining complex concepts in a clear & concise manner across all levels and functions
• Team player and proven relationship-builder
• Strong interpersonal skills, high level of professionalism and integrity
• Excellent organizational and project management skills
• Experience handling multiple responsibilities, tasks, and projects in a fast-paced environment preferred
• A positive attitude that approaches tasks/projects from a hands-on, roll up your sleeves frame of mind
• Team members are encouraged to work collaboratively with an emphasis on results, not on hierarchy or titles.

India-Specific Benefits

• 5 LPA Medical Coverage
• Life Insurance
• Provident Fund Contributions
• 5 Days Paid Marriage Leave
• Learning & Development Stipend (Over-And-Above CTC)
• Wellness Stipend (Over-And-Above CTC)
• Transportation available for female team-members with shifts starting or ending between the hours of 9:30pm and 7:00am
• Welcoming in-office environment (located within AWFIS co-working space, Amanora Mall)

Work Environment:

We offer a mix of in-office and hybrid working. Hybrid remote work arrangements are not available for all positions. Please refer to the job posting detail to determine what in-office requirements apply. Where applicable, hybrid WFH days work must be conducted from your home office located in a jurisdiction in which Madison Logic has the legal right to operate. WFH requires availability and responsiveness on a full-time basis from a distraction free environment with access to high-speed internet. Please inquire for more details.

Pay Transparency/Equity:

We are committed to paying our team equitably for their work, commensurate with their individual skills and experience. Salary Range and additional compensation, including discretionary bonuses and incentive pay, are determined by a rigorous review process taking into account the experience, education, certifications and skills required for the specific role, equity with similarly situated team members, as well as employer-verified region-specific market data provided by an independent 3rd party partner.

We will provide more information about our perks & benefits upon request.

Our Commitment to Diversity & Inclusion:

Madison Logic is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of sex, race, color, religion, national origin, sexual orientation, age, marital status, disability, gender identity or Veteran status.

Privacy Disclosure:

All of the information collected in this form and/or by your application by submission of your online profile is necessary and relevant to the performance of the job applied for. We will process the information provided by you in this form, your CV (including physical and online resume profiles), by the referees you have noted, and by the educational institutions with whom we may undertake to verify your qualifications with, in accordance with our privacy policy and for recruitment purposes only. 

For more information on how we process the information you have provided including relevant lawful bases (where relevant) please see our privacy policy which is available on our website (https://www.madisonlogic.com/privacy/).