Engineer - Product Support - Infra

Verint Systems; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Verint Systems is seeking a Product Support Engineer to join its Tier 2 Infra Support team in Bengaluru. The role focuses on analyzing technical problems across enterprise applications, delivering end-to-end troubleshooting, and coordinating with Tier 1 and field engineers.

Strong English communication and customer-facing skills are essential. Responsibilities include on-call rotations, knowledge transfer, and thorough documentation of issues.

Qualifications

• Must have 3–5 years of post-sales technical support experience in a contact center environment.
• Expertise in two areas among: Network, SQL, Security (SSL/certificate), Installation & configuration, or enterprise product support.
• Strong English communication and customer handling skills.

Responsibilities

• Tier 2 support for Infra-related issues and end-to-end problem ownership.
• Provide consulting and knowledge transfer to Tier 1 and field engineers.
• Maintain effective customer communications and documentation of issues.
• Participate in on-call rotations and contribute to knowledge base.

Skills

Network

SQL

Security

Web servers

Troubleshooting

Customer handling

Tools

Wireshark

Cisco

Avaya

IIS

WebLogic

Tomcat

Apache

Active Directory

DNS

DHCP

Job description

At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. We hire innovators with passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more atwww.verint.com .

Overview

The Product Support Engineer role analyzes and evaluates technical problems and/or functionality questions within the software based on the application, data source or integration with external applications. The role determines the best course of action to resolve the problem or inquiry.

We are looking for Technical Support for Tier 2 Infra Support team who provided end to end troubleshooting of product issues. Provide consulting and Knowledge transfer to Tier 1 as well as field engineers.

Responsibilities

• Tier 2 support of Infra related issues
• Excellent verbal and written English communication Skills
• Good customer management skills and analytical skills.
• End to end ownership of all product related issues
• Customer handling (Internal and External)
• Open to work in 24x7 environment.
• Knowledge transfer to peers
• Administration and maintenance of Enterprise level Application will be an added advantage
• Experience in log analysis, preferably with enterprise level application servers
• Strong communication skills written and verbal experience in documenting customer issues with ability to tailor the explanation of technical concepts to the audience, may be required to author technical articles to document found solutions
• Knowledge on Web Servers (IIS, Web logic, Apache Tomcat) would be plus
• Good knowledge of Windows operating System (Active Directory, DNS, DHCP) would be plus
• Be required to participate in on-call rotations

Qualifications

• At least 3-5 years’ experience of providing technical post-sales support service to clients, preferably gained from within the contact center environment
• Expertise in any of two areas mentioned below along with very good communication and customer handling skills.
  • Network (Wireshark/Cisco/Avaya).
  • SQL
  • Security (SSL/certificate)
  • Installation & configuration (experience installing product X, troubleshooting installation issues).
  • Supporting complex product/ experience with supporting enterprise product.
  • System engineer/product support/network engineer
  • Troubleshooting webserver issues (IIS,Weblogic,Tomcat,Apache)
• Administration and maintenance of Enterprise level Application will be an added advantage
• Experience in log analysis, preferably with enterprise level application servers
• Strong communication skills written and verbal experience in documenting customer issues with ability to tailor the explanation of technical concepts to the audience, may be required to author technical articles to document found solutions
• Knowledge on Web Servers (IIS, Web logic, Apache Tomcat) would be plus
• Good knowledge of Windows operating System (Active Directory, DNS, DHCP) would be plus
• Be required to participate in on-call rotations

More Information

Verint Systems Inc. is an equal opportunity employer and is committed to maintaining a workplace free from discrimination, retaliation, and sexual and any other form of harassment. Verint has a zero-tolerance policy against any form of discrimination, retaliation, or harassment including sexual harassment or any other form of harassment based on race, color, religion, sex, age, national origin, genetic information, disability, veteran status, and any other classification or characteristic protected by applicable federal, state or local laws. Verint operates in accordance with all anti-discrimination laws and affords equal opportunities to employees and applicants without regard to any characteristic or protected class in our hiring, promotion and termination practices.