Senior Support Engineer – L2 (CE40SF RM 3971)

Position: Senior Support Engineer – L2 (CE40SF RM 3971)

Shift timing : Willingness to work in a 24X7 rotational shifts environment
Work Mode : Work from Office
Relevant Experience required:
4+ years of experience in L2 of managed services / application (mobile & web) support
2+ years of experience in the Mobile App Support
Education Required: Bachelor’s degree in Electrical Engineering, Software Engineering, Computer Science, Computer Engineering, or related Engineering discipline
Location : Noida (Preferred) OR Ahmedabad/ Pune/ Bangalore/ Hyderabad/ Chennai/ Indore

Must have skills:

• Respond to the customer on App/Play Stores or on the email received via In-App feedback feature
• Try to either provide resolution or guide it to appropriate team ASAP
• Mobile Application Support
  o Identify, categorize, prioritize, route, track, and close the issues identified/received from
  ▪ Play Store
  ▪ App Store
  ▪ Inbuilt review feature in Mobile App
  o Timely respond to customer reviews on both App & Play stores
  o Make sure the customer query/issue is resolved to the highest satisfaction level
  o Get on a bridge/conference call with L1 & customer in case of critical issues
  o Support Marketing team in all new initiatives to enhance customer delight
  o Suggest and implement new tools for automating some of these tasks to enhance productivity
• To identify, troubleshoot and solve incidents within SLA timelines
  o Log Analysis of the issues reported
  o Update tickets recent status and progress on ticketing tool
  o Raise a bug for issue in application functionality where a code fix might be needed
  o Triaging of
  ▪ Mobile App issues on both Play Store & App Store
  ▪ Web App issues
  ▪ Platform(AWS) issues, in case required
• Service Mgmt. Reporting
  o Status Tracking & Reporting
• Continuous Service Improvement
  o Process Management & Improvement

Good to have skills:

• L3 Support experience in addition to L2
• ITIL certification
  o Basic understanding of IoT products & services
  o Mobile App Support tools like AppBot, AppFollow etc.
• Experience in
  ▪ AWS platform or certified in AWS(Solution Architect/SysOps)
• Lambda, API Gateways, Kinesis, ElasticSearch, ElasticCache, Dynamo DB, Athena, AWS IoT
  ▪ Linux, NoSQL Database(Dynamo DB preferred)
• Trouble ticketing tools(Jira Software & Jira Service Desk preferred)
• Hands on experience on New Relic and AWS Cloudwatch tools
• Prior experience in operation support for IoT projects (50,000+ live devices) will be an added advantage

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