Product Support Engineer

Huron; Karnataka; Remote; INR 1,400,000 - 2,200,000; Full time

Job summary

Huron seeks a Senior Analyst Technical Consultant to deliver deep technical support for our Research Suite software. You will engage with clients via remote sessions, calls, and email, troubleshoot issues, and coordinate with Engineering to fix problems while maintaining client-specific configurations.

You will contribute to process improvements, work across geographic teams, and support on-call coverage as needed, applying strong reasoning and communication skills to ensure high-quality service.

Qualifications

• Bachelor's degree in computer science or equivalent work experience
• Experience reading and writing object-oriented code, HTML, CSS, JavaScript, XML, JSON & Java
• Experience developing with JavaScript
• Experience with Microsoft software, including Windows Server, IIS, SQL Server, Visual Studio
• Strong problem-solving skills and attention to detail
• Ability to work independently and in remote team environments
• Strong written and verbal communication skills
• This position is remote, infrequent travel required

Responsibilities

• Provide deep technical support for Huron's Research Suite via remote web sessions, phone, and email
• Research, analyze, and resolve client-reported issues; identify product areas causing support burden
• Modify and maintain client-specific configurations and customizations
• Consult with clients and Huron Services teams on hardware and software configurations
• Improve internal support processes through new tools and job aids
• Collaborate with multiple teams across geographic locations
• Assist with 24/7 on-call support coverage as needed

Skills

Object oriented code

HTML/CSS/JS

Java

XML/JSON

Windows Server

IIS

SQL Server

Visual Studio

Communication

Remote teamwork

Education

Bachelor's degree in CS or related field

Tools

Windows Server

IIS

SQL Server

Visual Studio

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.

As a Technical Consultant, you will provide deep technical support to the functional and technical clients who use our Research Suite software. This includes supporting Huron's software through remote web session utilities, phone calls, and email communications. In addition, your day to day could include the following: assisting with researching, analyzing, and resolving client reported issues; identifying product areas causing the most support burden and working with the Huron Engineering teams to fix issues; modifying and maintaining existing client-specific configurations and customizations; consulting with clients and Huron Services teams on proper hardware and software configurations; continually improving internal support processes through development of new tools and job aids; cross collaboration with multiple teams across various geographic locations; and assisting with 24/7 on-call support coverage as needed.

Required:

• Bachelor's Degree in a computer science related field or equivalent work experience
• Experience reading and writing object-oriented code, HTML, CSS, JavaScript, XML, JSON & Java
• Experience developing with JavaScript
• Experience with Microsoft software, including Windows Server, IIS, SQL Server, Visual Studio
• Strong problem-solving skills and attention to detail
• Ability to work independently and in remote team environments
• Strong written and verbal communication skills
• Ability to context switch and juggle multiple competing priorities
• This position is remote, infrequent travel required

Preferred:

• 1-3 years of experience working in a customer or internal software support position
• Experience supporting enterprise class, multi-tier web applications
• Analyze and interpret various types of logs, such as IIS, SMTP, Event Logs, and custom output
• Familiarity with .NET and C#
• Familiarity with source control concepts

Position Level

Senior Analyst

Country

India