Engineer - Product Support - Recorder/DPA

Verint Systems; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Verint Systems in Bengaluru, India, seeks a Product Support Engineer to analyze and resolve technical issues in our CX software. You will troubleshoot, test, and communicate with customers to ensure SLA compliance.

You will work with professional services, product teams, and customers, document issues, build knowledge base articles, and occasionally train teammates while expanding your technical skills.

Qualifications

• 3+ years in customer contact center or support for software.
• Willingness to learn and grow technical skills.
• Experience with OS, Active Directory and Windows security.
• Strong written and verbal communication.
• Ability to document issues and explain technical concepts.
• Experience with internal escalations and cross-functional teams.
• Familiarity with Contact Center technology.
• Ability to work flexible/on-call.
• Background checks may be required.

Responsibilities

• Assist Verint Professional Services & customer with technical support issues.
• Provide analysis, troubleshooting and testing of technical issues.
• Maintain SLA updates and provide timely solutions.
• Document issues throughout the lifecycle of a case.
• Develop knowledge base articles as part of case management.
• Deliver internal training on areas of expertise.
• Understand product features and support policies.
• Collaborate with sales/services/product during resolutions.

Skills

Customer service

Communication

Troubleshooting

SQL knowledge

On-call readiness

Active Directory

Networking basics

Problem analysis

Education

Bachelor's degree in technology

Tools

Wireshark

NetMon

PerfMon

WinDBG

IIS

WebLogic

Tomcat

Apache

SQL

Job description

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 of Job Function:

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.

Responsibilities

Principal Duties and Essential Responsibilities:

• Assist Verint Professional Services & customer with assigned technical support issues that are reported via telephone, web and email.
• Provide accurate analysis, troubleshooting and testing of technical issues.
• Ensure the highest level of communication with the customer to meet Verint’s contractual Service level Agreement (SLA) by providing regular updates with respect to progress of each incident, and quickly providing high quality, complete, and timely solutions in a professional manner while demonstrating the highest level of customer service.
• Facilitate resolutions with Verint’s customer contacts and with other members of the Verint organization (sales, services, product house, etc.) as necessary during problem resolution. Technical guidance may be provided by a Senior Product Support Engineer and/or Technical Lead.
• Follow and maintain all standards for tracking and documenting issues throughout the lifecycle of a support case.
• Meet or exceed customer satisfaction objectives.
• Develop knowledge base articles as part of the case management workflow.
• Demonstrate a complete understanding of the features and functions of assigned products.
• Develop and maintain product knowledge relevant to product offerings, current support policies and methods of support delivery in order to quickly provide technically accurate and complete resolutions.
• Deliver internal training on their area of expertise to other members of the team, as necessary.
• Other duties and responsibilities as assigned.

Qualifications

• 3+ years of customer contact center or customer service experience that supports implementation, and troubleshooting of software applications and related technology infrastructure, or equivalent
• Demonstrate a continuous passion for learning and growing technical skills
• Experience with operating systems, desktop domains (active directory) and Windows security
• Ability to interpret schemas and/or author queries and stored procedures
• Strong written and verbal communication skills
• Experience in documenting customer issues with ability to tailor the explanation of technical concepts to the audience
• Experience in effectively dealing with internal escalations from Verint Professional Services and customer
• Familiarity with Contact Center operations and technology software and tools
• Ability to work a flexible schedule in the interest of customer satisfaction; may be required to participate in on-call rotations consistent with Support’s on-call practice
• Customers may request that additional checks be conducted on Verint employees. Verint reserves the right, consistent with applicable law, to require employees in certain positions to undergo background checks periodically or as needed based on our customer’s requirements.

Preferred Requirements:

• Bachelor’s degree in a technology discipline or related field
• Familiarity with use of troubleshooting and diagnostic tools such as Wireshark, NetMon, PerfMon, WinDBG, etc.
• Familiarity with WEB Server Technology (i.e. IIS, WebLogic, Tomcat, & Apache)
• Prior experience with the installation, support, usage or administration of Workforce Management related products or Verint software
• Understanding of networking and protocols (TCP/IP, SMTP, etc.)
• Knowledge of telecom systems (CTI, PBX, VOIP) including switches and protocols Familiarity with Information Security (i.e. SSL/PKI, Security hardening, Firewall)
• Demonstrated experience working with databases (SQL preferred)
• Ability to interpret schemas and/or author simple queries and stored procedures
• Ability to author technical articles to document found solution

About Us

At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations discover opportunities previously only scarcely imagined by connecting work, data, and experiences enterprise wide. We hire innovators with the 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 at www.verint.com.

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.