Support Engineer

GreyOrange is seeking a talented and motivated TSE to support external customers for warehouse automation industry products. He will be responsible for providing level 3 support for allocated product lines as per decided SOPs. You are also responsible for sharing knowledge within the client service team and relevant feedback with R& D.

Responsibilities:

• Responsible for efficiently handling and resolving technical issues that have been passed on by L2
• Ensure timely and effective action as per the decided workflow basis priority and severity for each ticket.
• Should ensure maximum issues are resolved without L4/R& D involvement.
• Should ensure adherence to committed SLAs for each reported issue.
• Should follow ticketing SOPs and ensure tickets are being generated for R& D with all relevant technical details captured for every issue.
• Should follow the internal escalation matrix basis for severity and resolution time.
• Should ensure all relevant site-specific technical documentation, as well as documentation regarding new product lines/or features, is accurately captured from R& D and shared with the Client Service team.
• Should support CSMs in developing an eminently capable and technically competent team of assistant client service managers and service engineers.
• Responsible for creating and monitoring software and hardware component-wise reliability metrics for each installation.
• Should develop a framework to predict potential/future failures and ensure requisite preventive measures are taken.

Requirements:

• B. Tech graduate with 6 months to 2 years of experience in a 24*7 software support role.
• Experience with Linux/Unix.
• Experience with SQL.
• Experience/strong knowledge of scripting: Python/Shell.
• Willing to work in rotational shifts.

Preferred (Good to have):

• Should be open to travel outside India.
• Candidates holding Visa B1/B2 will be preferred.