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    Product Support Engineer - Delhi, India - HCLSoftware

    HCLSoftware
    HCLSoftware Delhi, India

    3 weeks ago

    Default job background
    Description
    Experience: 6+ years

    Position Title :
    Product Support Engineer

    Location :
    Bangalore/Pune, India


    Note:
    Send resumes to: mounika-.software

    Coverage Region :
    Global (Rotational shift)


    KEY RESPONSIBILITIES

    • Taking ownership of customer issues reported and seeing problems through to resolution.
    • Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues including problem recreation
    to narrow scope of reported problems.

    • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
    • Ask customers targeted questions to quickly understand the root of the problem.
    • Track issues through to resolution, within agreed time limits.
    • Talk customer through a series of actions, either via online portal, email, phone, or chat, until they've solved the issue.
    • Prioritize and manage several open issues at one time, need to be able to multi-task.
    • Follow-up with customers to ensure their systems are fully functional after troubleshooting and resolution.
    • Document technical knowledge in the form of knowledge documents, How-to content, and/or blog content
    • Develop in-depth skills with Actian products and related technologies to ensure quality technical support.
    • Willingness to be on call after business hours and work varying hours to cover global support.

    REQUIREMENTS

    • Proven work experience as a Technical Support Engineer.
    • Requires 3-5 years industry experience in supporting mission critical software/database system.
    • Bachelor's or relevant work-related experience is required.
    • Strong customer communication skills: must be proficient in English (written and verbal) to be able to communicate
    comfortably with customers globally.

    • Strong customer service mindset, including attitude, ethics, and approach.
    • Excellent analysis, debugging, persistence in problem solving and proven troubleshooting skills.
    • Can quickly grasp and self-learn new technologies.
    • Ability to work with minimum supervision and under own initiative – self-motivated.
    • The candidate can successfully demonstrate they have the following Technical Skills:
    • Database: It is imperative for this role that the successful candidate have experience with anyone of the following

    databases:
    Relational technologies such as Ingres, Oracle, DB2, MS SQL, Sybase, PostgreSQL, Etc.

    • Operating Systems Management experience on the following primary operating Systems; MS Windows (Server 2008+)
    and Linux. Knowledge of Raspbian or Windows IoT Core including installation and administration a plus.

    • Structured Query Language experience with Structured Query Language (SQL) and procedural extension languages
    such as PL/SQL, SQL/PSM. Experience of ANSI SQL is a key requirement.

    • Programming Language experience such as C, C++, Java, JSON and .net (is a plus)
    • Scripting Language experience with Bash, Shell, JSP, Python, etc. (anyone)
    • Connectivity technology: ODBC, JDBC, JSON, etc.

    Note:
    Send resumes to: mounika-.software
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