Software Support, Application Support Engineer, Production Support Engineer, Support Engineer, L2 Support Engineer, L3 Support Engineer
- iTech Stack
9 Hours Ago
NA
W2
Los Angeles-CA
8-10 Years
Required Skills: L3 Support , Java Development , Python , SQL , Linux , Unix , Application , Production Support , Software Support , Java
Job Description
Software Support(L3)/Application Support Engineer/Production Support Engineer/Support Engineer/L2 Support Engineer/L3 Support Engineer
- Responsible for efficiently handling and resolving technical issues which have been passed on by L2.
- Ensure timely and effective action as per decided work flow basis priority and severity for each ticket.
- Should ensure maximum issues are resolved without L4/R&D involvement.
- Should ensure adherence to committed SLA's for each reported issue.
- Should follow ticketing SOP's and ensure tickets are being generated for R&D with all relevant technical details captured for every issue.
- Should follow internal escalation matrix basis severity and resolution time.
- Should ensure all relevant site-specific technical documentation as well documentation regarding new product lines/or features are accurately captured from R&D and shared with Client Service team.
- Should support CSM's in developing eminently capable and technically competent team of assistant client service managers and service engineers.
- Responsible for creating and monitoring software and hardware component wise reliability metrics for each installation.
- Should develop framework to predict potential/future failures and ensure requisite preventive measures are taken
What You will bring:
- B.Tech graduate with 6 months - 2 Years of experience in a 24*7 Software Support role.
- Experience with Linux/Unix
- Experience with SQL
- Experience/Strong knowledge of -Java, Python,Shell
- Willing to work in rotational shifts.
- 24x7 may not be required but since engineers are deployed at site, we can expect engineers to do Overtime
