Lead-Product Support Engineer

Job Description

Role: Level 1 Lead Technical Support Engineer for the web-based products. The candidate should be highly experienced in providing excellent customer service and problem escalation/resolution. Responsibilities: Provide Level 1 support to end-users Provide troubleshooting and technical support via phone, web-based tools, and email. Advise customers regarding the products proper use and address specific user issues. During problem escalations, act as a liaison between customers and Level 2 support. The candidate should assist the customers during deployments. Responsibilities of the talent/resourcing involved in providing support and Levels of the incident or request treatment related to priority, urgency, escalation treatment, and service level agreements (SLAs) Proactive in nature, identifying problems in advance and looking for continuous service improvement opportunities Create clear and concise knowledge documents, SOPs and ensure the maintenance of the same Handling the status calls on a daily basis and to track the progress according to the scheduled project plan Troubleshooting, Application Problem Solving with good communication coordinating with stakeholders and understanding requirements Define/Adhere to processes and ownerships for cross-functional services like Demand Management and Configuration-Release-Security management Preparing the analysis document by studying the challenges facing by IT organization Providing apt solutions to client requirements and implementation in coordination with IT teams Metrics handling for managing application health (MTTR, MTBF, etc) Collection of requirements regarding the new enhancements and documentation. Co-ordinate setup of DEV/QA/UAT environments Coordinate with IT teams for timely delivery of the work items with the highest quality Perform staff scheduling level 1/2 support during normal business hours and on-call supports Preparing and Reviewing understanding document with Customer and getting sign off Required Skills: Basic understanding of ASP.NET, SQL Server, IIS, etc. Strong analytical skills and basic .NET, C# coding skills Ability to understand web-application functionalities, customizations Solid experience in problem analysis and resolution of software problems Proven ability to function in a self-directed environment Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success Innovative thinker who is positive, proactive, and readily embraces change Ability to handle clients professionally during all interfaces Strong written and verbal communication skills Candidate should be ready to work in 247 rotational shifts Should have significant experience in Production Support environment managing L1 and L2 activities Knowledge or certification in ITIL processes is desirable Exposure to an agile delivery environment is desirable Experience 6 years and above experience in a Product technical support environment