Product Support Engineer

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

Job summary

Huron is seeking a Senior Analyst in India to provide exceptional technical support to developers and system administrators. You will research, diagnose and resolve issues, remotely assist with setup and configuration, and ensure timely ticket closures and customer satisfaction.

You will work with technologies including Windows Server, SQL Server, .NET, JavaScript and DHTML, and demonstrate strong written and verbal communication.

Qualifications

• Four year technical degree in EE or CS preferred.
• 1-3 years of experience in a customer or internal software support position.
• Experience with enterprise web applications and troubleshooting in a technical support role.

Responsibilities

• Researching, analyzing, and resolving customer reported issues.
• Isolating product areas causing the most support queries and working with the development team to fix them.
• Remotely assisting customer system setup, configuration, and administration; performing setup for customer sites.
• Consulting with customers on proper machine configuration as part of the Huron Professional Services team.
• Continually improving internal support processes.
• Providing periodic 24/7 on-call support coverage.

Skills

C#

Windows Server

SQL Server

.NET

JavaScript

DHTML

Customer support

Communication

Troubleshooting

Education

Four year technical degree in EE or CS

Tools

Hosting Facility

Job description

Huron helps its clients drive growth, enhance performance and sustain leadership in the markets they serve. We collaborate with education organizations to develop strategies and implement solutions that enable the transformative change our clients need to own their future. Together, we empower clients to drive innovation, create sustainable funding streams and deliver better student outcomes.

Today, leaders of higher education institutions and academic medical centers are spending too much time reacting to market forces, rather than focusing on the essential priorities that help students, faculty and staff thrive. The most productive path forward requires an intentional approach and innovative thinking, whereby stakeholders across the entire institution rally around a shared vision and embrace the hard work of effecting change.

You’ll help our clients to achieve organizational effectiveness, improve student outcomes, implement new technologies and align resources and investments to ensure long-term sustainability.

Join our team as the expert you are now and create your future.

In this position, you will provide exceptional technical support to developers and system administrators. To succeed in this role, you must use active listening skill and empathy for the customer as you research and resolve problems before proposing software resolutions. You will be challenged to achieve timely ticket closures and prompt customer responses over the telephone or via email. Not only will your software development and troubleshooting skill reassure customers struggling with problems, but also your ability to manage expectations concerning outcomes will create a favorable impression of the company and its products.

Responsibilities Include:

• Researching, analyzing, and resolving customer reported issues
• Isolating product areas causing the most support queries and working with the development team to fix them
• Remotely assisting customer system setup, configuration, and administration; performing setup for customer sites
• Consulting with customers on proper machine configuration as part of the Huron Professional Services team
• Continually improving internal support processes
• Providing periodic 24/7 on-call support coverage

Qualifications

• Four year technical degree in EE or CS preferred
• 1-3 years of experience working in a customer or internal software support position
• C# Prior work at a Hosting Facility a plus
• Strong written and verbal communication skills
• Design/development/test and troubleshooting in a technical support role with direct customer interface experience for n-tier, enterprise class web applications, preferably involving the following technologies:
  • Microsoft Windows Server 2003/2008
  • Microsoft SQL Server 2005/2008
  • Microsoft .NET
  • JavaScript
  • DHTML

Position Level

Senior Analyst

Country

India