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Technical Solutions Engineer I - US shift

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Looking for an experienced IT/Telephony Support Specialist to ensure customer SLA's and departmental KPI's are met. You will troubleshoot and triage faults, install and configure software, and manage the knowledgebase. Must have experience in software installation, troubleshooting, and network issues. Familiarity with Docker, Tableau Server, and database administration is required. Programming skills in PHP, Python, or Java are preferable. Technical graduation is mandatory. Join us to be a part of our dynamic team!
Primary Responsibilities:
  • Incident/ Problem management ensuring all customer SLA’s and departmental KPI’s are achieved through the timely resolution and effective communication.
  • Communicating effectively with customer resources throughout the management structure to ensure a positive customer experience.
  • Detailed problem reproduction on support test labs.
  • Working with the team to ensure daily case allocation is managed.
  • Highlighting areas of risk as soon as they are apparent.
  • Input to problem management highlighting situations which may require further ongoing investigation or may be relating to multiple incidents.
  • Development and management of knowledgebase
  • Troubleshoot and triage 3rd line faults through to development.
  • Any adhoc duties as are reasonably requested by the business.
Skills and Experience:
  • Minimum 1-3 years experiencing working within an IT/Telephony Supportrole.
  • Must have Experience in SLA adherence, project timeline adherence.
  • Must have hands-on experience with software installation/deployment/configuration on Windows/UNIX based production environments.
  • Experience in offline installation of UNIX based utilities
  • Must have experience and aptitude to research for issues from 3rd party software.
  • Must have experience with documentation of installation steps, wikis and KBs.
  • Must quickly adapt and familiarize with a Product's Architecture, DB Design, API design and troubleshooting.
  • Experience in troubleshooting network issues, especially on cloud environments
  • Must have Devops experience and familiarity with Docker and its troubleshooting.
  • Familiarity with Tableau Server and its troubleshooting
  • Experience with versioning, release management and service management tools
  • Must have exposure to database administration/ SQL scripting.
  • Must have exposure working on AWS environment.
  • Speech Enabled IVR Application, Platform Implementation or Contact Center related technologies experience is a Plus.
  • Programming / Scripting experience in PHP, Python, Java, one of the languages is preferable.
  • Basic knowledge of working with Datadog or other monitoring platforms.
  • Ability to think analytically, define problems and frame solutions.
  • Ability to interact with customers to interpret requirements.
  • Must be able to independently front-face meetings/discussions with customers.
  • Any graduation with technical background
Technical Skills:
  • Docker Swarm
  • Terraform/Ansible
  • AWS and Linux hands-on
  • Messaging services - Kafka, zookeeper
  • OrecX or similar
  • Application server - Architecture knowledge
  • Databases - Oracle/MySQL/Postgress + any non-SQL – mongo
  • Tableau Server
Set alert for similar jobsTechnical Solutions Engineer I - US shift role in Bengaluru, India or Chennai, India
Uniphore Logo

Company

Uniphore

Job Posted

a year ago

Job Type

Full-time

WorkMode

Hybrid

Experience Level

0-2 Years

Category

Operations

Locations

Bengaluru, Karnataka, India

Chennai, Tamil Nadu, India

Qualification

Bachelor

Applicants

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