Technical Support Engineer - SAAS

About Dover:

Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible.

Position: Technical Support Engineer

Experience: 5-8 Years

Education: B.E

Location: Bangalore

Roles & Responsibilities:

• Diagnose, isolate and/or resolve Level 2 technical software and Infrastructure issues
• Problem diagnosis, root cause analysis (work with product development team) & corrective action
• Handle requests presented from any customer, partner or site worldwide
• Respond to email requests received, in accordance with service level agreements, SOPs and performance metrics
• Generate Out of Production notifications
• Perform all required tasks in a timely, professional manner and within service level objectives
• Provide responsive and effective solutions
• Provide recommendations for process improvement

Must have skills:

• The ideal candidate will have a degree in Computer Science or Electrical Engineering, and/or a minimum 3 years experience in providing customer/technical support.
• Must have in-depth knowledge of various Microsoft Windows Operating systems
• Experience in Microsoft Azure and AWS cloud Infrastructure.
• Experience in providing contact center support – Email through Ticketing system like Zendesk, Salesforce etc.
• Experience in Deployment, Troubleshooting SaaS Application, logging and Monitoring.
• Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts, drawing valid conclusions and appropriate resolutions
• Excellent oral and written communication skills(Must speak fluent English)
• Possesses strong customer relation skills
• Ability to prioritize appropriately and multi-task effectively
• Strong problem-solving, analytical, follow-up skills and detail oriented
• Strong team player
• Demonstrates flexibility
• Ability to work effectively under pressure in a fast-paced, changing environment
• Hands-on experience in Troubleshooting Tools:
• Monitoring Tool - Azure Monitoring, Grafana, Data Dog, Azure Alerts
• Database - MongoDB, MySQL, SQL server, Elastic Search
• Systems - Unix, Linux, Windows
• Tools - Putty, PyCharm, WinSCP, Word, Excel (Advance Formulas)
• Logs Analysis - Application Logs, Application Insight, Server Logs(AWS, Azure), SQL Log
• 24*7 Rotational shift