Application Support Engineer

Kripya Engineering; Chennai, Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Kripya Engineering is seeking an Application Support Consultant in Chennai/Bengaluru. You will deliver technical guidance and support to customers, addressing inquiries promptly while coordinating with R&D, Services, and Pre-sales to resolve issues and maintain timelines.

The role requires 5+ years in client-facing technical support, familiarity with PLM/PDM solutions, and experience with SQL Server/Oracle databases.

Qualifications

• Minimum 5 years in a client-facing technical support role, preferably in PLM tech or similar
• Bachelor's or Master's degree in computer engineering, IT or related field
• Experience with PLM/PDM solutions and cloud infrastructure is highly desirable
• Experience using JIRA ticketing tool and Atlassian applications is a must

Responsibilities

• Resolve customer queries and issues promptly, adhering to SLAs
• Collaborate with R&D, Services and Pre-sales to address bugs and ensure timelines
• Manage complex customer accounts and understand hardware/software setups
• Respond quickly to critical customer issues and communicate with stakeholders
• Create knowledgebase articles and document issue resolutions
• Ensure system availability and customer satisfaction

Skills

Customer-facing

IT troubleshooting

Software installation

Database management

Cloud infrastructure

English fluency

Education

Bachelor's or Master's in CS/IT

Tools

JIRA

Atlassian Suite

SQL Server

Oracle

Job description

Job Title: Application Support Consultant

Location: Chennai / Bengaluru

We are seeking a meticulous and seasoned Technical Support Consultant to join our growing Global Support team. In this pivotal role, you'll be instrumental in delivering exceptional customer support and technical guidance. With a primary focus on our customers, you'll swiftly address their inquiries and provide efficient solutions. Given our specialization in Fashion & Apparel and Food & Beverage, you'll play a critical role in empowering businesses to bring their products to market. Reporting directly to the Customer Support Lead, you will have ample opportunities to contribute to our team's success.

Responsibilities:

• Resolve customer queries and issues promptly, adhering to SLAs.
• Collaborate with R&D, Services, and Pre-sales teams to address bugs and ensure project timelines.
• Manage complex customer accounts and understand their hardware and software setups.
• React quickly to major customer issues.
• Communicate effectively with senior management and other teams.
• Foster productive relationships across teams.
• Ensure system availability and functionality for customers.
• Maintain high customer satisfaction.
• Create knowledgebase articles and document issue resolutions.
• Analyse complex problems and propose solutions.
• Establish credibility with internal and external customers.
• Achieve proficiency in Centric 8 software installation and functionality.
• Should be willing to work in 24x7 shift

Skills:

• Demonstrated expertise in customer-facing roles, coupled with strong IT troubleshooting skills.
• Helpful to have experience in software installation, database management (SQL Server, Oracle), and cloud infrastructure (AWS, Azure, Google Cloud).
• Fluency in English is essential, with additional proficiency in other languages considered a plus.
• Good time management skills
• Ability to work under pressure

Qualifications:

• Bachelors or Masters degree in computer engineering, IT, or a related field.
• Minimum of 5 years experience in a client facing, technical support role, preferably within the PLM technology or similar platform.
• Familiarity with PLM/PDM solutions and cloud infrastructure is highly desirable.
• Experience in JIRA ticketing tool and Atlassian application is a must.