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    Production Support Engineer - hyderabad, India - Gaian Solutions India Pvt. Ltd

    Gaian Solutions India Pvt. Ltd
    Gaian Solutions India Pvt. Ltd hyderabad, India

    19 hours ago

    Default job background
    Technology / Internet
    Description

    The Role :

    Key Responsibilities :

    • Taking ownership of customer issues reported and seeing problems through to resolution
    • Understand, interpret, reproduce, and diagnose issues reported by the customers.
    • Researching, troubleshooting and identifying solutions to resolve product issues
    • Should be able to handle voice calls, emails and online web sessions with the customer as part of technical troubleshooting
    • Should exhibit patience and empathy while working with customer with an aim to drive positive customer experience
    • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
    • Following standard procedures for submitting tickets to the engineering team for further investigation of unresolved issues
    • Contributing actively towards knowledge base articles
    • Adherence to strict SLA's
    • Ready to work in early morning, general and afternoon shifts, including weekends, on rotation basis
    • Should demonstrate an aptitude and appetite for learning newer technologies while expanding on the core knowledge
    • The engineer should be available to work in the late evening shift (4pm 1am) if required.

    Requirements Primary skills :

    Strong technical knowledge on :
    Cloud Technologies - AWS, Azure etc.

    • Databases
    • SQL, Oracle, MySQL etc.


    • Operating Systems

    • Linux, Windows etc.


    • Networking

    • Basic networking concepts and troubleshooting


    • Programming knowledge

    • Java, Python (Desirable, not a must has)
    Prior experience with REST and SOAP calls.

    • Excellent communication skills
    • English written and verbal
    • HTTP technology and principles, including REST and SOAP principles (Required)
    • JSON & XML Data formats (required)
    • Javascript Regular Expression (Good to have)
    • Good understanding of networking protocols and applications (TCP/IP, proxies, load balancing, firewalls, etc.) (Required)
    • Working knowledge of database technologies and SQL (Required)
    • Indepth familiarity of Linux (Required) (advanced user; sysadmin experience a bonus, but not required)
    • Strong analytical and logical reasoning for technical troubleshooting
    • Ability to collaborate with crossfunctional teams
    • Dev, QA, Infrastructure teams etc.
    • Should be a team player who keeps team's success before individual achievements
    • Knowledge on data integration (Informatica/Mulesoft))
    )
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