Educational counsellor

Support Engineer

The Support Engineer will be responsible for providing technical support for the Risk Management System (RMS) product, ensuring that both internal and external users can resolve issues quickly and efficiently. This role involves troubleshooting technical problems, providing solutions, and collaborating with engineering and QA teams to enhance the product. Additionally, the Support Engineer will assist with user training, monitor system performance, and contribute to continuous product improvement. 

Roles and Responsibilities

• Act as the first point of contact for users experiencing issues with the RMS platform, both internally and externally. 
• Troubleshoot and resolve product-related issues, ensuring minimal disruption to users. 
• Collaborate with product and engineering teams to identify and resolve recurring technical problems and escalate more complex issues. 
• Document support tickets, ensuring detailed tracking of issues, resolutions, and feedback. 
• Provide training and guidance to users on how to effectively use the RMS system.
• Ensure customer satisfaction by providing timely and effective solutions to any issues faced by users. 
• Assist in the preparation of knowledge base articles, user documentation, and FAQs to empower users to resolve minor issues independently.
• Respond to user queries in a friendly and professional manner, ensuring clear communication. 
• Proactively follow up with customers to ensure issues are resolved to their satisfaction.

Required Skills

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field. 
• Prior experience in software support preferably in a fintech or financial services environment. 
• Experience with troubleshooting software and hardware issues in a production environment.
• Hands-on experience with common support/ticketing tools (e.g., JIRA, Bugzilla, Selenium, Postman, etc.).
• Ability to manage multiple priorities and deliverables in a fast-paced environment.
• Familiarity with databases like SQL.

Position: Technical Presales Manager

Job type: Full-time/ Permanent

Total Experience:  Minimum 4-5 Years

• Maintain, drive, supervise and implement robust technical standards, systems and processes
• Influence technology strategies and decisions with a high level of expertise and knowledge
• Provide direction and support to ensure compliance with relevant legislative specifications and standards
• Lead a team of staff developing products, and addressing training needs when necessary
• Coordinate the regular testing of products to address faults, and provide evaluations to improve them
• Act as a key contact with customers who have technical issues
• Experience in handling technical support Team
• handling the escalated issues and resolving them over the phone/e-mail/remote meeting.
• Addressing end clients and channel partners/system integrators/solution partners/service providers/consultants.             
• Conduct product demos and training
• Should be open to work in general shift.

• Good communication skills, both written and verbal
• Self-motivated with the ability to work under pressure and own initiative
• Problem-solving skills, analytical skills and the ability to make decisions quickly
• Organisational and team leader skills
• Knowledge of process improvement and validation
• Knowledge of regulatory standards relevant to your industry
• The ability to investigate and identify trends
• Good Knowledge of Hardware and Networking concepts
• Good Knowledge of Windows, Linux and Mac OS, Android and iOS
• Good Knowledge of Antivirus, Endpoint security,  DLP, MDM, and Remote technologies.
• Should be capable to handle a team of L1 engineers.
• Prepare documents on technical knowledge.

Required Qualifications:

•           Bachelor’s degree in Computer Science, Engineering, or a related field.

•           5+ years of overall software development experience; minimum 4+ years in RPA development (UiPath, Blue Prism, or Automation Anywhere).

•           Deep understanding of healthcare industry processes (EMR/EHR, claims processing, eligibility, compliance, etc.) is highly preferred.

•           Proven ability to manage full RPA deployment including bots, orchestrators, and system integrations in enterprise environments.

•           UiPath Advanced Developer or similar RPA certifications are a plus.

•           Solid problem-solving, analytical, and communication skills.

Preferred Skills:

•           Integration of RPA with AI/ML technologies or cloud platforms (Azure, AWS, GCP).

•           Strong experience with scripting (Python, PowerShell, etc.), SQL, and integration via REST/SOAP APIs.

•           Understanding of process improvement methodologies (Lean, Six Sigma).

•           Track record of designing reusable components and frameworks, especially in a regulated healthcare environment.

•           Strong documentation and stakeholder management abilities.

Soft Skills:

•           Strong communication and interpersonal skills for cross-functional collaboration.

•           Ability to mentor, lead, and motivate technical teams.

•           Exceptional organizational and multitasking skills, especially in fast-paced and dynamic work environments.

We are looking for a Front-End Web Developer who is motivated to combine the art of design with the art of programming. Responsibilities will include translation of the UI/UX design wireframes to actual code that will produce visual elements of the application. You will work with the UI/UX designer and bridge the gap between graphical design and technical implementation, taking an active role on both sides and defining how the application looks as well as how it works.

• Develop new user-facing features
• Build reusable code and libraries for future use
• Ensure the technical feasibility of UI/UX designs
• Optimize application for maximum speed and scalability
• Assure that all user input is validated before submitting to back-end
• Collaborate with other team members and stakeholders
• Experience of theme design on the WordPress CMS is mandatory.

• Proficient understanding of web markup, including HTML5, CSS3
• Basic understanding of server-side CSS pre-processing platforms, such as LESS and SASS
• Proficient understanding of client-side scripting and JavaScript frameworks, including jQuery

Note: Every front-end developer is expected to have a proficient knowledge of JavaScript, while most front-end developers should know jQuery.

• Good understanding of (Depending on the specific case, a developer should have the knowledge of advanced JavaScript libraries and frameworks, such as AngularJS, KnockoutJS, BackboneJS, ReactJS, DurandalJS etc.)
• Good understanding of asynchronous request handling, partial page updates, and AJAX
• Basic knowledge of image authoring tools, to be able to crop, resize, or perform small adjustments on an image. Familiarity with tools such as as Gimp or Photoshop is a plus.

Note: A UI/UX designer is expected to deliver finished resources for the developer to incorporate into the app. However, quite often a front-end web developer needs to make some small adjustments.

• Proficient understanding of cross-browser compatibility issues and ways to work around them.
• Proficient understanding of code versioning tools, such as (Git / Mercurial / SVN)
• Good understanding of SEO principles and ensuring that application will adhere to them.

About Kloud9:

Kloud9 exists with the sole purpose of providing cloud expertise to the retail industry. Our team of cloud architects, engineers and developers help retailers launch a successful cloud initiative so you can quickly realise the benefits of cloud technology. Our standardised, proven cloud adoption methodologies reduce the cloud adoption time and effort so you can directly benefit from lower migration costs.

Kloud9 was founded with the vision of bridging the gap between E-commerce and cloud. The E-commerce of any industry is limiting and poses a huge challenge in terms of the finances spent on physical data structures.

At Kloud9, we know migrating to the cloud is the single most significant technology shift your company faces today. We are your trusted advisors in transformation and are determined to build a deep partnership along the way. Our cloud and retail experts will ease your transition to the cloud.

Our sole focus is to provide cloud expertise to retail industry giving our clients the empowerment that will take their business to the next level. Our team of proficient architects, engineers and developers have been designing, building and implementing solutions for retailers for an average of more than 20 years.

We are a cloud vendor that is both platform and technology independent. Our vendor independence not just provides us with a unique perspective into the cloud market but also ensures that we deliver the cloud solutions available that best meet our clients' requirements.

What we are looking for:

●  Overall 8+ Years of Experience in Web Application development.

●  5+ Years of development experience with JAVA8 , Springboot, Microservices and middleware

●  3+ Years of Designing Middleware using Node JS platform.

●  Good to have 2+ Years of Experience in using NodeJS along with AWS Serverless platform.

●  Good Experience with Javascript / TypeScript, Event Loops, ExpressJS, GraphQL, SQL DB (MySQLDB), NoSQL DB(MongoDB) and YAML templates.

●  Good Experience with TDD Driven Development and Automated Unit Testing.

●  Good Experience with exposing and consuming Rest APIs in Java 8, Springboot platform and Swagger API contracts.

●  Good Experience in building NodeJS middleware performing Transformations, Routing, Aggregation, Orchestration and

Authentication(JWT/OAUTH).

●  Experience supporting and working with cross-functional teams in a dynamic environment.

●  Experience working in Agile Scrum Methodology.

●  Very good Problem-Solving Skills.

●  Very good learner and passion for technology.

●  Excellent verbal and written communication skills in English

●  Ability to communicate effectively with team members and business stakeholders

Why Explore a Career at Kloud9:

With job opportunities in prime locations of US, London, Poland and Bengaluru, we help build your career paths in cutting edge technologies of AI, Machine Learning and Data Science. Be part of an inclusive and diverse workforce that's changing the face of retail technology with their creativity and innovative solutions. Our vested interest in our employees translates to delivering the best products and solutions to our customers.

• Create and maintain optimal data pipeline architecture,
• Assemble large, complex data sets that meet functional / non-functional business requirements.
• Identify, design, and implement internal process improvements: automating manual processes, optimizing data delivery, re-designing infrastructure for greater scalability, etc.
• Build the infrastructure required for optimal extraction, transformation, and loading of data from a wide variety of data sources using SQL and AWS ‘big data’ technologies.
• Build analytics tools that utilize the data pipeline to provide actionable insights into customer acquisition, operational efficiency and other key business performance metrics.
• Work with stakeholders including the Executive, Product, Data and Design teams to assist with data-related technical issues and support their data infrastructure needs.
• Keep our data separated and secure across national boundaries through multiple data centers and AWS regions.
• Create data tools for analytics and data scientist team members that assist them in building and optimizing our product into an innovative industry leader.
• Work with data and analytics experts to strive for greater functionality in our data systems.

• Advanced working SQL knowledge and experience working with relational databases, query authoring (SQL) as well as working familiarity with a variety of databases.
• Experience building and optimizing ‘big data’ data pipelines, architectures and data sets.
• Experience performing root cause analysis on internal and external data and processes to answer specific business questions and identify opportunities for improvement.
• Strong analytic skills related to working with unstructured datasets.
• Build processes supporting data transformation, data structures, metadata, dependency and workload management.
• A successful history of manipulating, processing and extracting value from large disconnected datasets.
• Working knowledge of message queuing, stream processing, and highly scalable ‘big data’ data stores.
• Strong project management and organizational skills.
• Experience supporting and working with cross-functional teams in a dynamic environment.
• We are looking for a candidate with 5+ years of experience in a Data Engineer role, who has attained a Graduate degree in Computer Science, Statistics, Informatics, Information Systems or another quantitative field. They should also have experience using the following software/tools:

• Experience with big data tools: Hadoop, Spark, Kafka, etc.
• Experience with relational SQL and NoSQL databases, including Postgres and Cassandra.
• Experience with data pipeline and workflow management tools: Azkaban, Luigi, Airflow, etc.
• Experience with AWS cloud services: EC2, EMR, RDS, Redshift
• Experience with stream-processing systems: Storm, Spark-Streaming, etc.
• Experience with object-oriented/object function scripting languages: Python, Java, C++, Scala, etc.