IT Support Engineer

Job Summary: LOCATION-HYDERABAD As a Support Engineer, you provide technical expertise in the Advantive support team. You handle complex software support cases and develop solutions for new issues. Working remotely, you'll support via phone, email, and our portal. Your main role is to research software errors, escalate serious concerns to Development or level III engineers, and ensure customer satisfaction by maintaining high service standards. Professionalism, solution-orientation, and root cause analysis are essential skills for this position. You will be able to quickly analyze the situation, identify the solution, and make clear and informed recommendations to peers, cross-functional groups and leadership. You will be able to demonstrate superb communication, organization, and time management skills, and be able to effectively handle several diverse and complex problems at the same time. Key Responsibilities: Diagnose, troubleshoot and monitor open support tickets to resolution where possible, and utilizing solid troubleshooting methodologies. Communicate effectively with clients and teammates throughout the ticket process via various channels such as email, chat and phone. Respond to new messages in the help center (powered by Salesforce) and answer incoming support cases in a timely fashion. Collaborate new knowledge center articles & tutorials to assist customers and other support engineers. Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time. Act as a Mentor and guide for Support Engineer I or other team members/partners who need assistance. Required Skills and Qualifications 2 years or more of technical support experience working with Enterprise customers 2 years or more of experience in B2B e-commerce environment Ability to debug using web browser development tools Proficient in English language Must be capable of troubleshooting common database issues. Experience in E-Commerce environments, setup and configuration Strong verbal and written communication skills and ability to manage time effectively Analytical and process-oriented mindset, ability to collect and interpret data from various sources Troubleshooting skills to analyze, translate and resolve software inquires Comfortable working across multiple departments in a deadline-driven environment Active team player, self-starter, and multitasker who can quickly adjust priorities Solutions-oriented with strong attention to detail Coachable and adaptable. Accepts and embraces feedback to support growth and align with change. Friendly, patient, and always willing to help and go above and beyond to ensure customer happiness. Knowledge of Opmetrix software, both Native and HQ. Familiarity with PHP, JavaScript, CRM and ERP systems Experience in REST API Comprehensive experience working with relational databases (MSSQL, MySQL, PostgreSQL) and writing SQL queries.