Apigee SME

Role: Subject Matter Expert (SME)

Description: SME acts as the primary technical contact and provides advanced technical troubleshooting support and resolution for the support cases raised by the Apigee customers. SME will lead and manage escalated and critical issues, be a technical point of contact, and drive the issues to resolution. SME will also provide technical support assistance, guidance on handling the complex technical issues. SME strives to deliver support services high productivity and quality and motivates the team towards the same goals. SME will interact with the TSE team and act as a single point of contact.

Qualifications and Experience:

1. Bachelors degree in Computer Science, Information Technology, or related field of study

2. 10 or more years of IT experience

3. Proficient in Apigee Edge Cloud and Private Cloud (OPDK) products and architecture

4. Strong troubleshooting skills in API Management and Gateway systems (Apigee)

5. System/network administrator level knowledge of Linux/Unix or Windows operating systems

6. Knowledge of Networking fundamentals (TCP/IP, Routing, Load Balancing, etc.)

7. Solid knowledge of web technologies (HTTP, HTML, DNS, TCP, etc.) and REST APIs

8. Strong analytical and problem solving skills

9. Excellent written and verbal communication skills

10. Experience in Customer Support Communication skills demonstrating customer empathy while managing complex technical issues.

Domain Needs: Cloud knowledge with APIGEE and acts as a Contextual Master.

Responsibilities:

1. Own, troubleshoot and resolve complex technical problems

2. Act as a Consultant and Subject Matter Expert (SME) for the team by coaching and providing technical support, guidance to resolve complex/critical issues

3. Lead and manage the customers escalations and critical issues through effective technical diagnosis, troubleshooting and resolution

4. Create and deliver high quality incident reports for customer’s critical issues

5. Develop an in-depth understanding of Apigee product technology and enhancements by troubleshooting, performing deep-dive analysis, determining the root cause of customer issues

6. Identify and manage the training requirements for the team

7. Single point of contact for the Google TSE/Engineering team for any technical issues,roadblocks, escalations.