Senior Technical Support Engineer

BOT Consulting; Jaipur; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

BOT Consulting in Jaipur seeks an experienced Technical Product Support professional to provide top-notch technical support, diagnose issues, and maintain knowledge base articles. You will work across time zones to help global customers.

The role emphasizes problem solving, software integrations knowledge, customer advocacy, and documentation, with shifts including weekends.

Qualifications

• Bachelor's degree in CS/IT or related field.
• 8+ years in Technical Product Support or similar role.
• Knowledge of software packaging and distribution concepts and tools.
• Excellent problem-solving and troubleshooting skills.
• English communication skills for technical and non-technical audiences.
• Ability to work independently and in a team.
• Willingness to work flexible shifts for global customers.

Responsibilities

• Technical Support: Provide top-notch technical support to customers for product-related issues.
• Problem Solving: Diagnose and troubleshoot issues, replicate them, and identify root cause.
• Documentation: Create and maintain knowledge base articles and FAQs.
• Software Expertise: Leverage programming experience to build/maintain third-party integrations.
• Customer Advocacy: Relay customer feedback and feature requests to product teams.
• Working Hours Flexibility: Be prepared to work in shifts or on-call, including weekends.

Skills

Problem solving

Communication

Teamwork

English proficiency

Independent work

Flexibility

Education

Bachelor's degree in Computer Science / IT

Tools

UNIX-like systems

Package management

CI/CD concepts

Job description

• Technical Support: Provide top-notch technical support to our customers, assisting them with any product-related issues, inquiries, or challenges they may encounter.
• Problem Solving: Diagnose and troubleshoot technical issues, replicating them in local environments and collaborating closely with customers to identify root cause and provide effective solutions.
• Documentation: Create and maintain detailed documentation, including knowledge base articles and FAQs, to assist customers in resolving common issues independently.
• Software Expertise: Leverage your expertise in application programming to build and maintain third party integrations like Terraform, GitHub Actions, CircleCI etc.
• Customer Advocacy: Act as a customer advocate within the company, sharing customer feedback, feature requests, and insights with the product development team to improve our offerings.
• Working Hours Flexibility: Be prepared to work in shifts or on-call availability (over the weekends) to accommodate our global customer base across different time zones, including the AMER, APAC, and EMEA.

Requirements

Skills & Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 8+ years in Technical Product Support, a similar role, or a background in software development.
• Knowledge of software packaging and distribution concepts and tools.
• Excellent problem-solving and troubleshooting skills.
• An enthusiastic and effective communicator (using English): you should be able to appeal to and communicate with both technical and non-technical listeners alike.
• Ability to work independently and as part of a team.
• Willingness to work flexible shifts to support customers in different time zones.

Preferred Skills & Certifications

• Professional experience in building, testing, deploying, debugging, and maintaining complex systems in production environments; or equivalent experience in open-source ecosystems and projects.
• Familiarity with UNIX-like systems (Linux/WSL/MacOS).
• Familiarity with Artifact and Package management, or the software supply chain.
• Familiarity with Cloud-based infrastructure, data structures & algorithms, storage systems, source control, and continuous integration.
• Amazon Web Services (AWS) / AWS Certifications.
• Significant contributions to open-source projects.
• ReST, GraphQL, gRPC API Design.
• Sigstore, Cosign, Keyless Signatures, Signature Attestation.