Sr. Support Engineer

Constructiviq; Pune District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A technology firm is seeking a Software Engineer to provide technical support while leading junior team members. The ideal candidate should have over 5 years of experience managing Enterprise & SaaS products, along with strong analytical skills and familiarity with Unix/Linux environments. The role requires excellent problem-solving abilities and effective communication skills. This is a permanent position based in Pune with flexible work timings covering varied time-zones.

Qualifications

• 5+ years of experience in technical support managing Enterprise & SaaS products.
• Strong analytical, problem-solving skills and ability to provide solutions.
• Experience with Unix/Linux along with technical skills in Node.js/React.

Responsibilities

• Analyse and learn company products to provide technical support.
• Perform effective triaging of issues and identify underlying technology problems.
• Lead and mentor junior team members in critical issue resolution.

Skills

Technical support management

Problem-solving skills

Analytical skills

Unix/Linux environment

Node.js

React

Communication skills

Self-management

Education

Bachelor’s Degree in Computer Science or equivalent experience

Tools

JIRA

ServiceNow

Trello

Job description

Job Title

Software Engineer

Team

Engineering: Tech support

Job Location

Pune

Permanent / Contract

Permanent

Work Timings

Late evenings / Early mornings

Travel (Yes/No)

No

Total Experience

5 years

5+ years

Job Description

• Analyse & learn ConstructivIQ products and provide technical support.
• Perform effective triaging of the issues, identify underlying technology problem including configuration issues, data issues, infrastructure issues or code issues
• Own end to end resolution of issues irrespective of which team eventually fixes it
• Lead & mentor junior team members to help resolve critical issues
• Maintain Daily report of Tickets received and Resolved
• Logical thinker, Good analytical and problem-solving skills
• Updating self-help documents so customers/employees can try to fix problems themselves
• Help improve end to end Support processes
• Participate in periodic meetings and maintain all applications in the production environment
• Maintain effective relationships with various system administrators and development teams.

Skill Sets

• 5+ years of technical support managing Enterprise & SaaS products
• Excellent problem-solving skills with ability to creatively provide solutions
• Strong analytical/fault finding/diagnostics/trouble-shooting skills.
• Detail oriented, well organized, and able to coordinate multiple projects simultaneously.
• Strong fundamental, analytical and conceptual thinking skills.
• Must have a strong ability to self-manage and prioritize.
• Must be able to work well with other team members and co-workers across multiple locations in varied time-zones covering US day time
• Strong work ethic with a passion to delight customers
• Experience with Unix/Linux environment with technical skills in Node.js/React, RDBMS and ITIL processes is important.
• Experience with JIRA, TFS, Trello, Remedy, ServiceNow or any other Service Desk application.
• Excellent written and verbal communication skills
• Bachelor’s Degree in Computer Science or equivalent experience.