Technical Support Engineer - II

Dover India; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Dover India is seeking a Technical Support Engineer in Bengaluru to diagnose and resolve Level 2 software and infrastructure issues. You will work with product teams for root-cause analysis and deliver timely solutions to customers worldwide.

The role requires a BE in CS/EE with 3+ years’ experience, strong Windows, cloud (Azure/AWS) skills, and experience with Zendesk/Salesforce. 24x7 shift readiness and excellent English are essential.

Qualifications

• Degree in Computer Science, IT, or Electrical Engineering.
• 3+ years in customer/technical support.
• Strong knowledge of Windows OS, cloud infra (Azure/AWS).
• Experience with ticketing systems (Zendesk, Salesforce).
• Experience in SaaS deployment and monitoring tools.
• Clear problem analysis and resolution approach.
• Excellent written and spoken English.

Responsibilities

• Diagnose, isolate and resolve Level 2 software and infrastructure issues.
• Coordinate root cause analysis with product teams and implement fixes.
• Handle requests from customers, partners, or sites worldwide.
• Respond to emails within SLAs and SOPs.
• Generate Out of Production notifications when needed.
• Perform tasks professionally within service levels and KPIs.
• Suggest process improvements based on findings.

Skills

Fluent English

Customer relation skills

Multi-tasking

Problem solving

Team player

Working under pressure

Flexibility

Education

B.E

CS/EE background

Tools

Azure Monitoring

Grafana

Datadog

Azure Alerts

Zendesk

Salesforce

Putty

WinSCP

SQL

Unix/Linux/Windows

Job description

Dover is a diversified global manufacturer with annual revenue of over $8 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Clean Energy & Fueling, Imaging & Identification, Pumps & Process Solutions and Climate & Sustainable Technologies. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under "DOV." Additional information is available atdovercorporation.com.

Position

Technical Support Engineer

Experience

5-8 Years

Education

B.E

Location

Bangalore

Roles & Responsibilities

• Diagnose, isolate and/or resolve Level 2 technical software and Infrastructure issues
• Problem diagnosis, root cause analysis (work with product development team) & corrective action
• Handle requests presented from any customer, partner or site worldwide
• Respond to email requests received, in accordance with service level agreements, SOPs and performance metrics
• Generate Out of Production notifications
• Perform all required tasks in a timely, professional manner and within service level objectives
• Provide responsive and effective solutions
• Provide recommendations for process improvement

Must Have Skills

• The ideal candidate will have a degree in Computer Science or Electrical Engineering, and/or a minimum 3 years experience in providing customer/technical support.
• Must have in-depth knowledge of various Microsoft Windows Operating systems
• Experience in Microsoft Azure and AWS cloud Infrastructure.
• Experience in providing contact center support – Email through Ticketing system like Zendesk, Salesforce etc.
• Experience in Deployment, Troubleshooting SaaS Application, logging and Monitoring.
• Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts, drawing valid conclusions and appropriate resolutions
• Excellent oral and written communication skills(Must speak fluent English)
• Possesses strong customer relation skills
• Ability to prioritize appropriately and multi-task effectively
• Strong problem-solving, analytical, follow-up skills and detail oriented
• Strong team player
• Demonstrates flexibility
• Ability to work effectively under pressure in a fast-paced, changing environment
• Hands-on experience in Troubleshooting Tools:
• Monitoring Tool - Azure Monitoring, Grafana, Data Dog, Azure Alerts
• Database - MongoDB, MySQL, SQL server, Elastic Search
• Systems - Unix, Linux, Windows
• Tools - Putty, PyCharm, WinSCP, Word, Excel (Advance Formulas)
• Logs Analysis - Application Logs, Application Insight, Server Logs(AWS, Azure), SQL Log
• 24*7 Rotational shift

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position. Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.