Customer Support Specialist

We are looking for a Unity or Unity3D Developer to join our team! As a Unity or Unity3D Developer at our company, you will be responsible for implementing 3D Virtual Tours for Real Estate projects helping  translate design ideas, concepts, and requirements into a functional and engaging VR experience. Development platforms include Android,IOS and Oculus Rift.

Roles and Responsibilities

• Plan and implement virtual tour functionality
• Transform design specification into functional tours
• Communicate with other team members for creating a seamless experience.
• Design, build, and maintain efficient, reusable, and reliable code
• Ensure the best performance, quality, and responsiveness of applications and tours
• Identify process and application bottlenecks and bugs

Desired Candidate Profile

Key Skills: Unity3D, C#, C++ and Javascript

• Extensive knowledge of Unity, as well as extensive experience as a game/real estate tour programmer, using C# on a major development platform, such as Microsoft Visual Studio (or equivalent).
• Has extensive knowledge of 3D computer graphics, including use of DirectX SDK, OpenGL, shader programming languages, and optimizing 3D performance in games/tours on both high-end and lowed.
• Experience with UI design & development.

• Experience with scripting, textures, animation, GUI styles, and user session management

• Native iOS & Android app development experience a plus

Location : Mumbai

Big Picture (The Opportunity) :

Are you looking for an opportunity to advance your Career? & If you are able to maintain a positive attitude even when everything goes wrong, if you are detail oriented and self motivated with a passion to learn and improve your skills and knowledge, we have a perfect job for you !

What do we want from you ? (Our Expectations) :

• Zero to 2 years experience in Linux Operating System.
• Flexible working hours - able to support occasional nights, weekends, and call-ins, able to quickly adapt to a constantly changing faced paced environment. Open to travel to sites.
• An ideal person who is excited and motivated about running and supporting a production - grade critical infrastructure and looks for opportunities to improve processes with automation.

What are you required to do ? (Your Responsibilities) :

• Proactively maintain and develop all linux infrastructure technology to maintain a 24*7*365 uptime service.
• Engineering of systems administration-related various solutions for our various SAAS products and projects as well as operational needs.
• Proactively monitoring system performance and capacity planning.
• Providing technical support to customers for Applications, Operating systems, and networking.
• Will also be the first point of contact for our clients, where installations are placed on a permanent basis, for basic troubleshooting and problem solving.
• Fault finding, analysis and logging information for reporting of performance exceptions.
• Maintain best practices on managing systems and services across all environments.

Skills & Qualification Required (Add Value) :

• Graduate - Preferred to have Bachelor‘s Degree in Engineering, Computer Science or related field.
• He / She should be familiar with the installation and configuration of Linux operating systems and setup and operation of TCP/IP networking on Linux systems also familiar with Internet concepts including SMTP, IMAP, POP, HTTP, DNS, LDAP and related protocols.
• You should possess excellent communication skills .
• Knowledge of Email concepts, Helpdesk Concept , VoIP Concept , Cloud computing will be an added advantage.

About the role:

We seek highly dedicated, motivated, and passionate Technical Support Engineers who can use the right tools to find the best solutions to problems. We embrace the Agile methodology, you will play an important role in all aspects of client support.

Key responsibilities:

• Provide INVIDI's customers with quick, accurate, and professional replies via ticketing system, chat, email, or phone.

• Maintain high level of customer satisfaction.
• Develop an understanding of each customer's specific implementation and needs.
• Relay customer feedback to internal teams.
• Work closely with internal teams such as Product, Engineering, Customer Success and Customer Solutions teams.
• Appropriately triage a given problem; isolate and escalate any deemed problem within INVIDI.
• Conduct root-cause analysis with engineering teams to make sure that issues are resolved.
• On-call work is required and will be compensated separately

You must have

• University Degree
• 5+ years relevant experience.
• Fluent in English with excellent verbal and written communication skills.
• Must be able to articulate technical solutions to all audiences.
• Capable of clarifying unclear requirements for both internal and external stakeholders.
• Experience in debugging complex technical issues in a fast-paced work environment.
• Highly motivated and interested in customer support and customer satisfaction.
• Ability to learn quickly and to cope with ever-changing environments.
• Desire to learn new things and perform technology research & troubleshooting.
• Ability to work with multiple customers and situations simultaneously.
• Willingness to take ownership of internal projects focused on improving existing documentation or processes.
• Must be proficient in three of the nice-to-have technical skills below.

Nice-to-have technical skills:

• Experience supporting cloud-based SaaS products.
• Experience using monitoring tools such as DataDog
• Experience of web technologies and platforms such as Java Script, HTML, FTP, SSL, CSS.
• Experience with *unix environments including bash and scripting.
• Experience with scripting languages like Python
• Experience with REST APIs.
• Experience with Amazon Web Services and associated cloud-based technologies (Kinesis, Athena, etc.).
• Experience with relational databases.

Nice-to-have experience:

• Experience with video advertising and ad serving.
• Experience working in AGILE environment.
• Experience with Atlassian products (Jira, Confluence, etc.).

Qualifications and Background

• 3-5+ years of experience working on Salesforce platforms
• At least one year of experience working directly with North Americas and European clients
• At least two Salesforce certification
• Salesforce Certified JavaScript Developer I
• Salesforce Certified Platform App Builder
• Salesforce Certified Platform Developer I/II
• Salesforce.com Certified Administrator
• Bachelors/Postgraduate degree, professional qualification, or relevant experience.
• Knowledge, Skills, and Abilities
• Domain expertise: have a good technical understanding of the Salesforce Sales and Service Cloud and how business stakeholders use the product.
• General knowledge of technical concepts, strategies, and methodologies, including architectural and security concepts, systems development life cycle, information management, and portfolio management (production systems, release planning, change management).
• Proficient with Salesforce Lightning Design System and the Salesforce development lifecycle.
• Software engineering skills with Force.com Platform (Apex, LWC, SOQL, Unit Testing)
• Experience in core web technologies including HTML5, JavaScript and CSS
• Demonstrated experience with relational databases, data modelling, and ETL tools
• Experience with Services Oriented Design Principles (SOA) and Web Services (REST & SOAP, JSON & XML)
• Experience with Agile development methodologies such as SCRUM
• Experience with complex business systems integration as well as object-oriented design patterns and
• development
• Stakeholder management: experience in managing relationships with business stakeholders; a proven ability
• to work with and influence cross-functional teams, ensuring close collaboration with development teams, is
• especially important.
• Excellent organizational, verbal and written communication skills
• Key Responsibilities
• Client Interaction
• You will be required to be available for project and client interactions during UK business hours.
• Meet with clients to determine business, functional and technical requirements and participate in

application design, configuration, testing, and deployment

• Participate in the sales cycle as needed (solution definition, pre-sales, estimating and project planning) o Work cross-functionally with Revenue Operations, Sales Finance, Engineering, and other key stakeholders within the client organisation.
• Gather, analyse and document functional and technical requirements for new projects, enhancements to existing solutions and production issues reported by end-users
• Leadcustomer-driven solutions utilizing strong technical design skills and strong working relationships

with internal groups

• Guide users in formulating requirements, advise on alternatives and on the implications of new or

revised processing analysis.

• Translate business requirements into well-architected solutions that best leverage the Salesforce

platform and products • Technical development

• Setupdevelopmentenvironmentsontheirownandcommunicatedevelopmentprogresstotheclient and senior management.
• Build Salesforce applications using Apex and Visualforce and leverage the full capabilities of the Salesforce platform.
• Implement and maintain Salesforce customizations such as custom fields and objects, layouts, controller extensions, triggers, workflows, process builders, and validation rules
• Develop, test, and document working custom development, integrations, and data migration elements of a Salesforce implementation
• Createandexecuteunit,integration,anduseracceptancetestplans,includingusecasesandtestdata o Ensure service level availability of the Force.com platform and integration applications and provide

on-call support for break/fix/enhancement activities to resolve application issues. • Research and best practices

• Follow and understand Salesforce product and technical capabilities resulting from product releases and acquisitions
• Utilize best practices to perform operational support, enhancements, bug fixes as needed to the Salesforce.com platform
• Apply best practices and design patterns of best-of-breed applications developed on the Salesforce. com platform
• Assist with the planning of application changes, development, and installation of upgrades and new releases.

1. Address and resolve applications issues, provide updates and perform root cause analysis.
2. Plan, execute and implement applications and configuration change procedures.
3. Supervise all alerts related to application and system procedures and provide services proactively.
4. Maintain good professional relationships with counterparts of development, Platformsupportand channel partners
5. Gain and maintain expertise in flow of application process and systems related to domain
6. Flexibility - responsibilities may require occasional evening and weekend work.
7. Coordinate across teams and resolve all complex application and system issues ranging in complexity (Low to Critical).
8. Coordinate with departments and QA departments and administer code migrations in various environments and production outputs.
9. Manage all production systems and recommend ways to optimize performance and provide solution to problems and prepare reports for all problems.
10. Follow standards and best practices bring operational efficiencies, stability and availability of the system.
11. Comprehend various metrics on operational dashboards and reports and take corrective actions
12. Manage all development system and recommend ways to optimize performance and provide solutions to problems and prepare reports for all problems.
13. Assisting with systems integration
14. Issue management and problem management - ensuring comprehensive database of queries and resolutions is kept up to date

The Real fit  candidate for this position

 is an energetic, self-motivated individual focused on solving customer problems. He shall be a responsive team player who can proactively contribute to building technical strategies for operations, applications and systems by promoting an understanding of the technology and business roadmap. He /she is someone who thrives in a fun, fast-paced, dynamic, startup-like environment with following key skills

1. Exceptional verbal and written communication skills
2. Listening ability and patience
3. Critical thinking, complex problem solve and Troubleshoot
4. Excellent interpersonal skills in areas such as teamwork, facilitation, and negotiation, and
5. Able to work independently or as part of a team.
6. Ability to explain complex ideas to those with limited IT and systems knowledge.
7. Demonstrate ability to independently learn technologies and process through continuous learning.
8. Ability to work as part of a cross-cultural team including flexibility tosupportmultiple locations when necessary.

• provide first, and second-tier (L1, L2) product support via Email, Social media, and our Forums.

• Resolving all customer issues in a time-bound manner. Comply with the SLA for issue resolution.

• Monitoring application processes, application logs and taking appropriate resolution actions in case of failures. Ask customers targeted questions to understand the root of the problem quickly.

• Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues in using Enpass.

• Work closely with technical teams to investigate complex issues and enhance the quality of existing products.

• Document and follow-up customer suggestions for continued improvements to the Development Team.

• Provide daily metrics and reports on tickets; maintain the ticketing system and the tickets.

• Taking ownership of customer issues reported and seeing problems through to resolution.

• Improve Product user-guide and FAQs.

• ONLY B.TECH CANDIDATES MUST APPLY. FRESHERS DO NOT APPLY.

• CANDIDATES WITH RELEVANT TECH SUPPORT EXPERIENCE ONLY MUST APPLY
• CANDIDATE MUST HAVE FLUENT ENGLISH SPEAKING SKILLS (BOTH WRITTEN AND VERBAL)

Lunavo Labs is a US-based remote software product experience company headquartered in SanDiego, California. We are a bunch of technology enthusiasts from all over the world. We are called Lunavo because we believe that it is possible to bring the Moon to the Earth. We believe in making things possible. We are passionate about executing products with agile lean processes that work to create product experiences that drive results. We have created an ecosystem of talent spread across geographies and agile design and development processes to create software that delivers value for our clients. (www.lunavolabs.com)