Role: Technical Support Engineer
Position: Full Time
Job Location: Hyderabad
Experience: 4-7 Years
As a Technical Support Engineer (L1/L2), you will play a crucial role in providing exceptional technical support to our customers and ensuring the smooth operation of their products and services. You will be responsible for troubleshooting complex system issues, performing bug fixes, and contributing to product development in the DB/ETL tools domain. In addition, you will be responsible for maintaining technical documentation, automating tasks, and providing post-implementation support to customers. The ideal candidate should have a strong background in ETL, BI, and database technologies, excellent problem-solving skills, and a customer-centric approach.
- Demonstrate expertise in troubleshooting and independently resolving system-related issues.
- Perform bug fixing and contribute to the product development of DB/ETL tools.
- Update and maintain Confluence WIKI and technical runbooks documentation for processes and procedures.
- Develop knowledge and skills in ETL tools such as BODS, SLT, SSIS, HVR-Software, and Airflow.
- Gain proficiency in Tableau for business intelligence (BI) purposes.
- Work with SQL Server and Snowflake databases for data management and analysis.
- Utilize Windows Batch scripting and Unix/Linux Shell scripting for OS automation.
- Provide post-implementation support to customers, addressing their issues through various channels such as web portals, email, telephone, chat applications, and video conferences.
- Automate repetitive tasks to improve efficiency and productivity.
- Follow standard operating procedures (SOPs) and update them as needed.
- Resolve problems/tickets with minimum supervision and meet defined SLAs.
- Log, track, and follow up on customer issues using the ticketing system
- Demonstrate strong diagnostic skills to identify errors, events, or issues.
- Exhibit excellent time management and organizational skills, handling multiple concurrent tasks with minimal supervision
- Communicate effectively, both orally and in writing, and address conflicts constructively.
- Display self-motivation, dedication to customer satisfaction, and a proactive approach to problem-solving.
*Interested candidates share their resumes to firstname.lastname@example.org.