Technical Support Engineer Customer Excellence · Bengaluru ·

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

Job summary

Syncron AB in Bengaluru is seeking a Technical Support Engineer to maintain and support high-transaction Java EE applications designed and developed by Syncron. You will handle customer cases via the case management tool and provide proactive supervision for the Syncron applications.

The role requires excellent English, strong troubleshooting skills, and IT experience with SQL (PostgreSQL preferred), XML, Python, Java, data formats, and REST APIs.

Qualifications

• Excellent English skills, both verbal and written.
• Strong troubleshooting and problem-solving skills.
• Experience in IT, SQL knowledge (preferred: PostgreSQL), basic XML, basic Python, basic Java, data formats, data transmission technologies knowledge.
• Master’s degree in computer science or another equivalent field.
• Experience with Docker, Jenkins, and AWS hosted applications.
• Business knowledge of SCM
• Knowledge of RestAPI
• Practical experience in Eclipse or a similar development platform.
• Experience with version control systems (git)

Responsibilities

• Providing Technical and Business Support to our customers.
• Configuring Syncron’s products to fulfil customer’s needs.
• Gathering, analysing, and documenting customer requirements.
• Identifying and reporting enhancement ideas and bugs and channel feedback from the customers.
• Managing cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in the Syncron ticketing tool.
• Providing fault isolation and root cause analysis for technical issues.
• Publishing documentation in the Knowledge Base, creating/maintaining issue logs, resolution steps.
• Providing configurations, troubleshooting, and best practices to customers.
• Ensuring that SLAs are strictly adhered to.

Skills

Communication

Troubleshooting

Problem-solving

Education

Master's degree in computer science

Tools

PostgreSQL

XML

Python

Java

Eclipse

Git

Docker

Jenkins

AWS

Job description

Syncron is a leading SaaS company with over 20 years of experience, specializing in aftermarket solutions. Our Connected Service Experience (CSX) platform offers domain-fit solutions for:

• Supply Chain optimization,

• Pricing strategy,

• Service Lifecycle Management (e.g. warranty management, field service management, service parts management, knowledge management).

Our company has a global presence with offices in US, UK, Germany, France, Italy, Japan, Poland, India and group headquarters in Sweden.

We build upon the belief that our greatest strength is our People. Our unique company culture has been appreciated by our Employees.

With this we are winning the hearts and minds of world-leading organizations, such as JCB, Kubota, Harley-Davidson, Mercedes, Ford, Renault and Nissan.

About the team

These days it takes more than a great idea, some capital, and a ping-pong table to get a new business off the ground. Great customer service needs to be a part of your company DNA from day one.

Why is customer service so important? Providing great customer service adds value to the product & also helps in generating more marketing and sales opportunities. So meeting your customers’ satisfaction is paramount to keeping your business growing successfully. A happy Customer is the best source of advertisement!!

What would you do?

Technical Support Engineer is responsible for maintaining and supervising high transaction volume Java Enterprise Edition applications designed and developed by Syncron. The everyday routine includes handling customer cases reported and managed through the case management tool and providing pro-active supervision for the Syncron applications. The nature of the customer cases can be very broad, from a simple application functionality question to a complex technical or business inquiry requiring thorough understanding of both the application logic and the customer business to resolve it.

• Providing Technical and Business Support to our customers.

• Configuring Syncron’s products to fulfil customer’s needs.

• Gathering, analysing, and documenting customer requirements.

• Identifying and reporting enhancement ideas and bugs and channel feedback from the customers.

• Managing cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner in the Syncron ticketing tool.

• Providing fault isolation and root cause analysis for technical issues.

• Publishing documentation in the Knowledge Base, creating/maintaining issue logs, resolution steps.

• Providing configurations, troubleshooting, and best practices to customers.

• Ensuring that SLAs are strictly adhered to.

Who you are? / What we expect:

• Excellent English skills, both verbal and written.

• Strong troubleshooting and problem-solving skills.

• Experience inIT ,SQL knowledge (preferred: PostgreSQL), basic XML, Basic Python, Basic Java, data formats, data transmission technologies knowledge.

• Master’s degree in computer science or another equivalent field.

The icing on the cake

• Experience with tools such as Docker, Jenkins, and history of working with AWS hosted applications.

• Business knowledge of SCM

• Knowledge of RestAPI

• Practical experience in Eclipse or a similar development platform.

• Experience with version control systems (git)

Unsureif you meet all the job requirements but passionate about the role?Syncron values diversity and welcomes all Candidates,eventhose with non-traditional backgrounds. We believe in transferable skills and a shared passion for success!