SENIOR SUPPORT ENGINEER
Syncron
Bangalore, IN
1d ago

Job Description

Syncron is looking for a dynamic, self-driven person who has the experience to take on the challenges as a Senior Support Engineer for our global base of Syncron customers.

The ideal candidate will possess excellent communication skills, will be naturally customer success focused and driven by analytical thinking, while solving complex business problems within a global team.

The successful candidate will belong to the Customer Excellence organization that operates on a 24

  • 365 basis and work as a Support Engineer within our Inventory and Price Management products. You will be based in Syncron’s Bangalore office.
  • Your tasks :

    Your main responsibilities will be to provide both technical and business support to our customers’ key users, supporting them with their daily tasks.

    This will include a variety of different responsibilities :

  • providing Technical, Application Usage, and Business Support to our customers.
  • configuring Syncron’s products to fulfil customer’s needs.
  • gathering, analysing, and documenting customer requirements.
  • identifying and reporting enhancement ideas and bugs and channel feedback from the customers.
  • managing cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner in the Syncron ticketing tool.
  • providing fault isolation and root cause analysis for technical issues.
  • publishing documentation in the Knowledge Base, creating / maintaining issue logs, resolution steps.
  • providing configurations, troubleshooting, and best practices to customers.
  • ensuring that SLAs are strictly adhered to;
  • We expect :

  • advanced English skills both verbal and written.
  • at least 4 years of professional experience in the same or similar position requiring customer facing skills or performing customer support tasks preferably within Cloud-native products.
  • basic experience with scripting including Python, JSON, YAML, and Bash to help automate tasks.
  • SQL knowledge (preferred : PostgreSQL), basic XML, data formats, data transmission technologies knowledge.
  • familiarity with version control system like GIT;
  • capability of reading application log files;
  • strong troubleshooting and problem-solving skills;
  • excellent consulting, negotiation, interpersonal skills, professional and independent.
  • high service capabilities.
  • Nice to have

  • experience with package application such as ERP, CRM, PLM is considered a plus;
  • know-howin Java allowing for code reading and / or writing.
  • basic knowledge of AWS services.
  • business knowledge of SCM or Pricing Management.
  • bachelor’s degree in Computer Science or another equivalent.
  • exposure to Jenkins / Docker.
  • Experience leading and managing a small team
  • Company Overview :

    Syncron is the largest privately-owned global leader in intelligent SaaS solutions dedicated to End-to-End Continuous Service Lifecycle Management, and we are on a high-growth trajectory.

    Our solutions help leading manufacturers and distributors to capitalize on the world’s new service economy. We improve aftermarket business profitability, optimize working capital, increase customer loyalty, and enable our customer’s ability to transition successfully to future service-driven business models.

    Syncron’s offerings encompass leadership solutions such as : service parts inventory, price, equipment uptime, warranty, service contract, and field service management.

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