Advanced Technical Support Engineer

Job highlights

• Excellent organizational skills with ability to grow and work in a team . Graduation in Engineering Sciences or a Post graduate degree in Computer Sciences .

• Minimum experience of 3-8 years,in application support is mandatory

• is added advantage . Should have hands-on experience in debugging web-based applications . .

• The Senior Technical Support Engineer will play a critical role in providing technical assistance for SumTotal s Support customer base

• As a member of SumTotal Customer Support, Support Engineers provide real-time technical support on SumTotal Enterprise products through e-mail and phone interactions with customers and by using SumTotals internal incident tracking system

• The fundamental goal of this position is to help our customers achieve success using our products

• The job involves handling and resolving complex technical queries and issues in the areas of product functionality or architecture and defect correction

• The position is responsible for maintaining a high and personalized quality of customer support with our strategic customer base, being aware of the breadth of SumTotal s service and solution offerings and identifying opportunities that bring the customer s objectives and SumTotal s solutions together for mutual benefit

Develop a deep knowledge of SumTotal s range of enterprise products

Thorough understanding of assigned customer s products and business objectives.

Communicating with corporate customers via telephone, email, or other media as applicable, regarding technically complex problems identified in SumTotal s software products, and maintaining effective customer relations

Solve user issues, ranging from basic to technically complex, including software functionality, data communicationnetworking troubleshooting, installation, OS and browser related issues

Partner with cross-functional teams on complex customer issues, ensuring root cause is identified and fixed.

Escalate & facilitate top priority, production-critical issues to the appropriate teams for resolution.

Maintain ownership of issues until resolution, drive internal teams in support of solution needs and timely resolution, considering the customer s business impact.

Resolve incidents and keep customer updated during the issue resolution process as per SLA s.

Create, publish, internal and customer-facing knowledge base documentation to enhance customer engagement with SumTotal s self-service options.

Serve as a customer advocate within SumTotal organization.

Ensure customers can execute their business objectives through use of our application.

Assist internal team with case prioritization to ensure successful go-live of new customers
Provide customer reporting on case trends and contract compliance. (Both internally and externally as needed)

SKILLS & QUALIFICATIONS:

Knowledge on SQL programming (DMLDDLjoins) is mandatory.

Knowledge on Webservices Technologies like REST APISOAPODATA is added advantage

Knowledge on NoSQL, Authentication Technologies like LDAP, SSO, OpenID, ADFS etc. is added advantage

Should have hands-on experience in debugging web-based applications

Exposure to tools like Fiddler, Wireshark, Browser based Developer Tools, Postman etc.

Should have exposure in talking to clientend customers

Strong customer service focus, good problem-solving skills, and excellent communication skills

Ability to communicate effectively to varying levels within an organization

Excellent organizational skills with ability to grow and work in a team

Graduation in Engineering Sciences or a Post graduate degree in Computer Sciences

Minimum experience of 3-8 years, in application support is mandatory.