Technical Support Engineer - SAAS

Dover India; Bengaluru; On-site; INR 1,500,000 - 2,400,000; Full time

Job summary

Dover India is seeking a Technical Support Engineer with 5–8 years of experience and a B.E. in CS or EE. The role requires diagnosing and resolving Level 2 software and infrastructure issues, working with product teams for root-cause analysis, and handling global customer requests.

Strong Windows, Azure and AWS knowledge, plus Zendesk/Salesforce experience, are essential. Fluent English, excellent communication, and the ability to prioritize and multi-task in a fast-paced environment are

Qualifications

• B.E. in CS or EE with 3+ years in technical/customer support.
• Strong knowledge of Windows operating systems; cloud experience with Azure and AWS.
• Experience with ticketing tools Zendesk/Salesforce and SaaS deployment.
• Analytical mindset with clear problem definition and resolution approach.
• Excellent written and spoken English; able to multi-task and prioritize.

Responsibilities

• Diagnose, isolate and resolve Level 2 technical software and infrastructure issues.
• Perform problem diagnosis and root-cause analysis; coordinate with product teams.
• Handle requests from customers, partners or sites worldwide.
• Respond to email requests per SLAs, SOPs and performance metrics.
• Generate Out of Production notifications when needed.
• Complete tasks timely within service level objectives.
• Provide responsive and effective solutions and recommendations for process improvement.

Skills

Client-focused

Analytical thinking

Problem solving

Multitasking

Fluent English

Education

B.E. in CS or EE

Tools

Windows OS

Azure

AWS

Zendesk

Salesforce

PyCharm

WinSCP

Putty

MS Word

MS Excel

MongoDB

MySQL

SQL Server

ElasticSearch

Job description

Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. 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.

Position: Technical Support Engineer

Experience: 5-8 Years

Education: B.E

• 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)
• 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:
• Database - MongoDB, MySQL, SQL server, Elastic Search
• Tools - Putty, PyCharm, WinSCP, Word, Excel (Advance Formulas)