Junior Product engineer
Effectively troubleshoot product technical issues (sometimes in conjunction with
Product dev/Testing teams).
Handle customer calls directly and possess effective communication skill (Written &
Verbal)
Ability to quickly narrow down to root-causes when handling client tickets.
...
Providing timely and accurate status reporting to both internal & external stakeholders
Be relentless in follow-up with different stakeholders to ensure support tickets are
handled in a timely manner without escalations.
Responsible for documenting customer feedback on applications and providing
recommendations to improve applications.
Have a flair in investigation of various issues including but not limited to Monitoring
Logs, Alerts, Cloud system restarts etc
Serve as a technical/functional liaison between the development and client
communities.
Provide on-call support for escalated production issues on a rotating schedule.
Maintain confidentiality, treating others with respect and upholding company values are
key attributes.
Detailed Incident tracking and reporting with attention to detail.
Reporting on daily progress and milestone checks at regular intervals.
Adequate knowledge of Product Development Lifecycle
Update necessary artifacts to ensure effective data collection for analysis.
Basic knowledge of Supply Chain Management domain would be advantageous.
Senior Product engieer
Review and analyze customer feedback on critical business applications.
Develop, organize, monitor, maintain, mine and analyze multiple sources of product
support data used to paint a clear picture of product support requirements and trends.
Identify, analyze, and interpret trends or patterns in data set(s), and communicate to
senior management.
Generate routine and ad hoc reports/presentations that accurately reflect various data
trends within support lifecycle for different product verticals, offering improved versions
as necessary.
Manage the schedule/shift assignment and be swift in handling incidents related to the
same.
Provide timely performance management feedback to the Manager about different
aspects including but not limited to resource efficiency, attitude, and quality focus.
Mentoring team members to grow in all aspects of their skill sets.
Hands on experience in monitoring app server instances, resource utilization, long
running queries etc and handling the same appropriately.
Experience in handling induction process for support team members, transition of
knowledge within support team and tracking progress.