Role

• To provide L3 and escalation support on Uniphore’s voice capture and recording solutions working with large enterprise customers and collaborating with internal teams to drive issues to resolution.

Primary Responsibilities:

• Collaborate with the team to maintain robust and scalable infrastructure solutions for customers
• Provide Technical Support to customers and colleagues on Uniphore Products and Services
• Installation/Administration of Linux systems
• Use Kubernetes and Docker to orchestrate containerized applications.
• Use Git, Jira, and Confluence for version control, issue tracking, and documentation.
• Work in Agile environments, participating in daily stand-ups, and continuous improvement activities
• Collaborate with cross-functional teams to ensure smooth integration of applications and infrastructure components
• Provide technical guidance and support to team members and clients.

Technical Skills:

• Docker Swarm
• Terraform/Ansible
• Linux
• Messaging services – Kafka/ zookeeper/ Eventstore
• Voice Recording – Nice, Verint, OrecX
• Databases - Oracle/MySQL/Postgress + any non-SQL – mongo
• Tableau Server
• Experience in Kubernetes & Docker for containerization.
• AWS/ Azure/ vSphere/ Hyper-V
• EventstoreDB
• MiniO
• Prometheus/ Grafana/ Splunk/ Kibana

Skills and Experience:

• Minimum of 3 years experience working in L2 and L3 support environment
• Hands-on scripting knowledge like shell scripts, Perl, python
• Basic knowledge of cloud services, SaaS models, client-server systems
• Product debugging, configuration, release deployment, problem simulation
• Past experience working in L2 and L3 support environment
• Virtualization technologies (VMware, Hyper – V)
• Automation experience and related tools such as Ansible, Jenkins
• SQL and database query and procedures.
• Incident management tools - Jira/Service Now/Zendesk
• Motivated self-starter and self-learner, possess customer centric, problem-solving skills.
• Experience in customer interactions across geographies
• Have good experience in automation and monitoring tools.
• Ability to identify and implement solutions based on product features and recommend best practices based on data analysis
• Proficiency with PowerPoint, Word and Excel
• Ability to organize, prioritize and manage work
• Excellent communication, presentation (both oral and written) and influencing skills.
• Ability to work independently and team player in a technology driven environment.
• Any graduation with technical background

Desirable Certifications:

• CompTIA Linux+
• LPIC -1
• CKA