Ability to demonstrate expert technical support troubleshooting and case management skills.
Experience with onsite customer troubleshooting and documentation/communication of status.
Provide leadership in problem-solving, including proposing and discussing fixes, advising and educating customers.
Coordinate at regular intervals with Customer to track critical milestone e.g. golive releases or upgrades, ensure availability and focus on flawless service and support delivery.
Collaborate with Engineering teams to track status and drive product fixes & Feature Requests
Be the point of Escalation for the Customer to report concerns on quality or timelines, or for other critical issues needing immediate attention.
Good understanding of schedules and work assignments in Kanban Agile.
Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs.
15 years experience with deployment or technical support environment, in a technology-oriented company.
Minimum 5 -10 years of experience and experts skills about Unix/Linux, shell programming and Big Data tools like Hadoop/yarn, HBase.
Ability to demonstrate expert knowledge about Cluster, Cloud/VM based solution deployment, support and management, including knowledge about networking, servers and storages.
Understanding and practical experience in Scripting (Python, Scala, Java)
Understanding of Java Memory management
Must have completed minimum one project end-to-end in a technical support role, preferably in a global organization.
Understanding of support processes, KPIs & SLA management is required.
Practical understanding of Ansible, Kubernetes, Docker, Kafka and implementation of the solutions based upon these tools is preferred.
Ability to handle escalations and drive customer communications on daily basis.
Proven ability to learn and apply new skills and processes quickly and train others in team.
Demonstrated experience as individual contributor with customer focus and service orientation with solid leadership and coaching skills.
Ability to communicate courteously and effectively with customers, third-party vendors and partners.
Proficiency with Customer Relationship Management (CRM) software such as Salesforce, JIRA and Confluence.
Excellent written and verbal communication skills in English.
Ready to travel on-sites and provide support during odd hours and weekends.
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