Location: Hyderabad, India
Role Responsibilities
- Analyze the technical issues submitted by customers and identify how to proceed
- Escalate the issues that have been identified as product malfunctions to our R&D team or to the third party vendor as appropriate, in a timely manner
- Follow-up on open technical issues to ensure timely resolution and customer satisfaction
- Update the technical status of assigned issues on a daily basis
- Report on status and progress to the management team
- Participate in the development and maintenance of our Lab environment used to learn, test and demonstrate products
- Provide follow-up technical action items related to assigned opportunities and provide a weekly status update
Duties also include engineering support
- Actively work with R&D team for developing automated tests and quality assurance
- Be able to troubleshoot at the code level
- Answering technical questions and providing assistance with problem diagnosis and resolution
- Documentation review and operations of new product releases
- Work is done primarily via email, with some phone contact.
Skills and requirements
- Minimum of bachelor's degree in Computer Science, Information Systems, Computer Networking or equivalent related discipline
- Theoretical and practical application of Computer Science, Computer Networking, & Information Systems Knowledge;
- Working knowledge of Active Directory is essential;
- Knowledge of Web Servers, TCP/IP, VPN, Network protocols and hardware/software integration;
- PKI experience a plus, but not necessary;
- Experience in any programming language and test automation is highly desirable;
- Attention to detail
- Ability to listen and to really understand customer's problem or question and help solve it swiftly;
- Excellent writing skills: most of your work will be written (email, documentation, etc.);
- Excellent telephone communication: some support will be provided over the phone;
- DB knowledge with understanding and writing SQL
- Application deployent experience on web servers
- Experience in QA
- Experience in setting up applications in a LAB environment and reproduce issues raised by customers
This is a customer facing position, which requires strong presentation and communication skills, ability to work under pressure and under tight timelines, and good problem-solving abilities.
The position may require participation in 24/7 calls, as well as support rotation to ensure 24/7 support is provided to our customers.
Secuera Techno Solutions offers a competitive salary and comparable benefits. You will work in a fun and creative environment with a talented group of individuals that have a passion for building great solutions.
