Founders office associate

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.

Gather requirements by identifying user needs and recommend solution to clients.

Develop user requirement document, functional specification, user guide and training material for solutions.

Act as a liaison between development team and stakeholder throughout the implementation.

Support implementation, user acceptance testing and training activities (when required).

Analyzing, developing and proposing enhancements to current business processes, reports and applications in order to optimize system effectiveness.

Provide support in pre-sales activities with sales and marketing team, activities included analysis on RFP, provide business proposal, conduct system demo.

What you’ll need?

Candidate must at least possess a Bachelor’s Degree in IT and Business majors preferred.

Prefer a minimum of 2 years’ experience analyzing business requirements and translating them into functional requirements but fresh graduate is encouraged to apply.

Must possess good knowledge of the software development life cycle (SDLC), practical understanding of information technology and have the ability to conceptually relate technology to business’ needs.

Effective communication skills to collaborate with stakeholders and technical teams.

Retail domain knowledge would be a strong advantage.

About the Organisation:

Our client works in the area of skilling and livelihoods for underserved youth. This is a pioneering program with a strong PPP model, an agency-led approach to livelihoods and a vision of socio-economic transformation. They are run through a public-private partnership that empowers the Government, Corporates, NGOs and Citizens to work together towards changing lives. The provision of location and capital expenditure for the centres is taken care of by the Government. Corporates contribute through CSR funds to provide operational expenses. NGOs come on board to provide various skilling courses to the youth. With penetration in more than 400 of the 500 odd slum communities of Pune, the program has now expanded to other cities viz. PCMC, Dombivali, Aurangabad and also States viz. Delhi, Odisha,Hyderabad and upcoming in Ambivli.

About the role:

The CIO will work closely with the Program teams to fully understand the program landscape and implement technology and data solutions.

Your role to supplement the Organisational goals:

Develop a technology and data roadmap in line with the operational strategy and growth plan of the

organisation and in alignment with the Mission Cell, MEL (Monitoring, Evaluation and Learning)

framework and Programme Operations Team. (Timeline: Sep 2023)

Ensure that all key programs can be mapped onto common parameters and measures.

Create an overall technology and data architecture that outlines and connects key technology components.

Identify the processes/systems that need to be digitised/ created for enabling scale,including appropriate solutions.

Develop tools and processes for data collection, analysis and management within LCF

Monitor changes or advancements in technology to discover ways the company can gain competitive advantage (ongoing basis).

ERP System

Maintain and when required, develop, the existing ERP system. (Timeline: ongoing)

Develop and implement the next version of the organization’s ERP system including reports/

dashboards. (Timeline: Sep 2023 for finalization of BRD and initiation of development)

Support with, and track, adoption across the organization

Partnerships

Identify and engage with technology partner(s) to design and implement the solutions for

effective program and data management. (varying timelines as per solution)

Establish partnerships with IT providers

Infrastructure

Oversee the technological infrastructure (networks and computer systems) in the organization

to ensure optimal performance

Establish a process for and approve, purchases of technological equipment and software

Security

Analyze the costs, value and risks of various aspects of IT implementation to advise

management and suggest actions

Data Management and Analytics

Design automated reporting formats for reporting to key stakeholders such as Government,

donors and board of directors.)

Analyse, synthesize, and produce key insights from the data that can inform the approach and

design improvisations in the program

Data and knowledge management

Lead the overall knowledge management system for the organization and enable data to be available on cloud with clear protocol for sharing and storage, such that security and confidentiality are assured.

Finalization of Data Protection and Management Policy, training of relevant team members, implementation and compliance tracking.

Who we are looking for:

● Education : Masters in Information Technology

● Experience: Minimum 15+ years of experience

● IT skills – familiarity with modern databases and IT systems.

● Analytical skills

● Problem-solving skills

● Partnership management

● Communication skills – must have an excellent verbal and written communication skills.

● High social intelligence : able to engage teams, create relationships of trust with stakeholders.

● Able to reflect, empathetic and a good listener.

● Experience in Need Identification, Project Management, Stakeholder Management

● Ability to manage multiple projects and stay on deadline.

● Proficiency in Microsoft Office programs, including Word, Excel and PowerPoint

JOB DESCRIPTION 

 Create and develop PCB layouts based on electronic schematics with proper

component placement and routing to have minimal EMI.

 Ensuring the design meets all electrical and mechanical requirements, including size

constraints, signal integrity, power distribution, and thermal considerations.

 Expertise in PCB and component Footprint (3D model) and Symbol creation also

monitor, review and drive the library deliverables.

 Individual Contributor and take Ownership for library, multi-layer (4 to 6 layers) PCB

Layout, BOM generation till Gerber release and pick & place data for production.

 He/She will be responsible for maintaining the 3D model of the designed PCB.

 He/She will be handling the queries related to gerber from PCB manufacturers.

 Need to be involved in CFT (mechanical, electrical & firmware) for design reviews.

 The designer must have hands on experience of Altium, Orcad, AutoCAD like CAD

softwares.

 Ensure that PCB designs comply with industry standards, regulations, and

certifications (e.g., IPC standards, RoHS, UL).

 Keep up-to-date with the latest advancements in PCB design technologies, tools, and

methodologies to stay competitive and drive innovation.

 Understand and work with design files in various formats like Gerber, DXF, step, and

ODB++

 Conduct design rule checks (DRC) and electrical rule checks (ERC) to ensure the

PCB design complies with industry standards and design guidelines.

Qualifications:

 Bachelor degree in Electrical Engineering, Electronics Engineering, or a related

field.

 Proficiency in PCB design software and tools.

 Strong understanding of electronics, electrical engineering principles, and PCB

manufacturing processes.

 Knowledge of industry standards and regulations related to PCB design and

manufacturing.

 Problem-solving skills and attention to detail.

 Effective communication and teamwork skills.

 Experience with PCB layout in various applications, such as consumer electronics,

automotive, aerospace, or medical devices, is a plus.

 Work experience of 4+ years in design and development of PCBs for power electronics

and embedded applications.

Skills

• Reviewing the portfolio monitoring/ early warning signals mechanism on ongoing basis
• Monitoring internal and external data points that may affect the risk level of a decision
• Aggregating data from multiple sources to provide a comprehensive assessment
• Coming up with the solution to reduce risks
• Bringing fresh ideas to the table and being keen observers of trends on analytics and financial services industry
• Creating reports, summaries, presentations and process documents to display results

Desired Candidate Profile

• The ideal candidate should be a creative problem solver at heart who thrives in a team environment.
• Your role will start with contacting potential learners to set up virtual meetings, counsel the learners and sell the course of Upgrad.

Communicate with Web developer to better our existing website

Communicate with SEO agency to assign task to them and take reporting on weekly basis

Creating templates and send bulk emails through Mailchimp

Making posts for SMO and posting them

Maintaining different MIS for measuring the progress of digital marketing efforts

Job Types: Full-time, Permanent