Principal Software Engineer - Client Success

LogiNext; Mumbai; On-site; INR 1,500,000 - 2,000,000; Full time

Job summary

A leading tech company in Mumbai is seeking a Principal Software Engineer - Client Success to join the engineering team. This role involves troubleshooting software issues, ensuring SLA compliance, and providing technical support to enterprise clients. The ideal candidate has 8-10 years of experience in software development with expertise in Java and related technologies. Strong leadership and communication skills are essential. This position includes providing rotational weekend support as part of the job requirements.

Qualifications

• 8 to 10 years experience in software development.
• Expertise in incident or change management processes.
• Proficiency in SLA adherence and metrics reporting for large enterprises.

Responsibilities

• Troubleshoot application issues to determine root cause.
• Ensure compliance with SLAs and support metrics.
• Provide technical support to enterprise clients.

Skills

Java

J2EE

Spring

RESTful APIs

MySQL

MongoDB

Troubleshooting

Root-cause analysis

Education

Bachelor’s degree in Computer Science, Information Technology or related field

Tools

Monitoring tools

Job description

LogiNext is looking for a technically savvy and experienced Principal Software Engineer - Client Success to be part of the engineering team. Client success engineering is an important part of the LogiNext experience. You will help in quickly resolving the technical issues across the entire SaaS product suite. You will be responsible for maintaining the SLAs as defined by the organization. You will be collaborating with the client’s operations team, engineering team and other support team members to resolve the issues and to ensure the best possible service and support to our clients.

You have deep expertise in supporting platforms catering to enterprise clients. You are an individual driven by SLAs and support metrics. You are hands‑on with different tools and technologies and always on a look‑out to deep dive into technology. You have demonstrated strong leadership, interpersonal and communication skills.

Responsibilities

• Troubleshoot application and software related issues and determine the root cause for the issues
• Work on defined SLAs to ensure that our client receives the best of the services
• Provide minor enhancements, production, and technical support to LogiNext’s enterprise clients
• Monitor production alerts and elevate the issues for any anomalies in the system
• Ensure complete compliance of ticketing tool and report metrics on a daily basis
• Work with the existing engineering team to maintain highly scalable and secure products
• Manage and prioritise multiple work requirements to meet deadlines by working independently and leading a team
• Provide 24×7 technical support to all production practices on holidays and weekends on a rotational basis
• Provide support on weekends on a rotational basis

Requirements

• Bachelor’s degree in Computer Science, Information Technology or related field
• 8 to 10 years experience in software development using Java, J2EE, Spring, RESTful APIs, MySQL, MongoDB
• Expertise on processes such as incident or change management, call triaging, critical issue procedures
• Experience in writing and maintaining scripts to monitor system activity and automate production support activities that enable efficiency and productivity of Customer Success team
• Proficiency in troubleshooting, root-cause analysis, SLA adherence and metrics reporting for large enterprises
• Knowledge of monitoring tools, alert escalation, customer and other stakeholder management
• Familiarity and/or experience in implementing ITIL concepts in addition to technical aptitude are highly valued
• Expereince in team management
• Provide support on weekends on a rotational basis