Product Support Engineer (Remote Opportunity)
OpsRamp
Hyderabad, Telangāna, India
4d ago

About Us

OpsRamp enables IT to control the chaos of managing their hybrid IT

operations and act as a service provider back to the business. Built in

the cloud, the OpsRamp service-centric AIOps platform drives total

visibility across hybrid infrastructures, offers complete multi-cloud

infrastructure monitoring and management of business-critical services,

and optimizes services through automation and integration with ITSM

and DevOps tools.

What are we looking for :

Willing to work in Shifts (Day and Night Shifts)

Take ownership of customer issues reported and see problems

through to resolution.

Good at researching, diagnosing, troubleshooting, and identifying

solutions to resolve system issues.

Follow standard procedures for proper escalation of unresolved

issues to the appropriate internal teams.

What you will do at OpsRamp :

Provide enterprise-level assistance to our customers using the IT

operations platform.

Diagnose and troubleshoot product issues / questions and help our

customers leverage the product effectively.

Resolve product issues and respond to any product questions from

customers.

Use email and phone communication to provide clear, written

instructions and technical manuals.

Be the person our customers trust. They will rely on you to provide

timely and accurate solutions to their technical problems.

Ask customers targeted questions to quickly understand the root of

the problem.

Give walkthroughs to customers, either via phone, email, or chat,

until resolution is achieved.

Properly escalate unresolved issues to appropriate internal teams

e.g. software developers).

Provide prompt and accurate feedback to customers.

Refer to the internal database or external resources to provide

accurate tech solutions.

Ensure all issues are properly logged.

Prepare accurate and timely reports.

Document technical knowledge in the form of notes and manuals.

Requirements

Experience Required - 3+ years relevant experience

Do you have

A degree in Computer Science, IT or Software Engineering and

understanding of remote infrastructure domain.

Microsoft, Cisco, Linux or similar certification is a plus.

Proven knowledge as a Technical Support Engineer, Help Desk

Technician or similar role.

Basic knowledge of Windows / Linux / Mac OS environments

Ability to research and identify solutions to reported issues.

Ability to diagnose and troubleshoot technical issues, including

setup and configuration.

Ability to prioritize and manage several open issues at one time.

Do you also have

Good understanding of Infrastructure domain servers, network,

cloud, and other tech products.

Ability to diagnose and troubleshoot basic technical issues.

Familiarity with monitoring and alerting and helpdesk software (eg.

Zendesk).

Excellent problem-solving and communication skills.

Ability to provide step-by-step technical help, both written and

verbal.

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