Java Suppot Engineer

We are seeking a highly motivated and passionate Support Engineer to join our team and contribute to the creation of Cloud Native applications for our global clients. In this role, your focus will be on building strong customer relationships, understanding their unique needs, and problems, and assisting in solving their problems. 

To thrive as a Support Engineer, it is essential to have a deep understanding of various customer success strategies and a genuine interest in ensuring the satisfaction and success of our clients. Your natural curiosity and empathy towards digital products and customers will play a key role in delivering exceptional support and driving customer satisfaction.

Required Skills

• Familiarity with web and mobile application development frameworks, languages, and tools.
• Ability to understand and troubleshoot complex technical issues related to web and mobile applications.
• Excellent problem-solving skills to diagnose and resolve incidents efficiently and effectively.
• Ability to analyze and understand log files, error messages, and system behaviors to identify root causes.
• Strong troubleshooting abilities to navigate and resolve customer issues in a timely manner.
• Exceptional customer service skills with a customer-centric mindset and a passion for providing excellent support.
• Strong verbal and written communication skills to effectively communicate technical information to customers and internal teams.
• Active listening skills to understand customer concerns and requirements accurately.
• Proficiency in incident management processes and methodologies, including incident prioritization, tracking, and resolution.
• Ability to handle and manage multiple incidents concurrently, ensuring timely updates and resolutions.
• Proficiency in creating and maintaining comprehensive incident records, documentation, and knowledge base articles.
• Ability to articulate complex technical information into clear and concise documentation for customer reference.
• Proficiency in using JIRA and Jira Service Management

Role and Responsibilities

• Respond to customer-reported incidents promptly and efficiently, following defined incident management processes.
• Investigate and analyze the impact and severity of incidents, ensuring proper prioritization and allocation of resources.
• Communicate incident status and updates to customers, managing their expectations and maintaining transparency throughout the resolution process.
• Collaborate with development teams to accurately track and report bugs identified by customers.
• Provide detailed bug reports with the necessary information, steps to reproduce, and relevant logs to assist developers in the resolution process.
• Create and maintain accurate and comprehensive incident records, documenting all pertinent information, troubleshooting steps, and resolutions.
• Follow up on bug fixes and communicate progress to customers, ensuring transparency and maintaining trust.
• Continuously monitor customer satisfaction levels through surveys, feedback sessions, and follow-ups to ensure their needs are met and exceeded.
• Gather and analyze customer feedback, identifying areas for improvement and providing actionable insights to management and relevant teams.
• Contribute to customer success initiatives by proactively identifying opportunities to enhance customer experience and success.
• Stay updated on industry trends, best practices, and emerging technologies to provide the most effective support to customers.
• Identify opportunities for process improvements, suggesting and implementing enhancements to streamline incident management and support workflows.

Basic Qualifications

• Education: BE(IT or CS) or MCA/MTech.
• Problem-solving capability, excellent communication, and documentation skills.

Perks/Benefits

• Leverage sponsored certifications.
• Access to industry-best software development tools and practices.
• Exceptional mentorship.
• Accelerated Career Journey with Progression Visibility.
• Immense Learning Opportunities on Latest Technologies and Platforms.
• Competitive Pay and Comprehensive Rewards.
• Exposure to International Brands and Clients.
• On-Demand Salary.
• Health Insurance.
• Discounted Vouchers and Coupons.
• Annual Winter Shutdown.

How do Technogisers function?

Value: Exploring technologies and implementing them on the projects provided they make business sense and deliver value.

Engagement: Be it offshore or onshore, we engage ourselves daily with the clients. This assists in building a trustworthy relationship at the same time, collaborating to come up with strategic solutions to business problems.

Solution: We are involved in providing hands-on contributions towards Backend & Front-end design and development at the same time, flourishing our DevOps culture.

Thought Leadership: Attend or present technical meet-ups/workshops/conferences to share knowledge and help build Technogise brand.

Technologies: Java, Nodejs, Mongodb, Microservices, Springboot, Golang, Ruby, Ruby on Rails, Clean code, TDD, best coding practices, SOLID principles.

How can you become a Technogiser?

Core Skills:

• You are able to suggest and drive a solution to a feature in an end-to-end manner.
• Ability to enable QC and PC in dealing with the growing complexity of the application/testing framework (functional)
• You Own end to end delivery of one or more features.

Ways of working:

• You communicate effectively with other roles in the project at the team and client levels.
• You drive discussions effectively at the team and client levels. Encourage others to participate.

Going beyond:

• Mentor fellow team members and get them up to speed on the project/s.
• Demonstrate openness to try different technologies. Have an awareness of other programming languages.
• Be actively interested in the latest technology trends and open source

 What makes Technogise exciting?

Dynamic Hybrid: Balance between working from anywhere and being in office when it is prudent to do so.

Professional Development Benefit: Learning is continuous. This benefit ensures that we support learning and growth.

Health and Wellness: Healthy people are happy people. We cover you for your health insurance and contribute to that of your family. What is a healthy body without a healthy mind? We also provide an exclusive Mental Wellness partner.

Around the world: Five years in Technogise would seem like 5 days! We want you to celebrate this milestone by taking a trip anywhere in the world, expenses paid by Technogise(Oh! And gratuity is additional).

Opportunity to participate in org initiatives: Do you feel you have some great ideas that will click with the org but don't get a chance to participate? Well, not at Technogise. Here anyone can participate in the org initiative as far as you have the drive and the ownership. It adds to a 360 degrees growth of the individuals, and the organisation also gains from diverse perspectives.

Autonomy in decision making: Yearly public holidays are not just printed and released but we have our own twist, we Technogisers meet and vote for Public holidays. How cool is that?

Company Overview

Bluesapling is a fast-growing technology and digital transformation company based in Bangalore serving businesses across the globe through its world-class enterprise solutions. We are looking for people who are passionate about understanding customer needs and helping them adopt the Software solution to their advantage and a willingness to work on brand building at a young company.

Qualifications

- At Least graduation, preferably in commerce from prominent institute

- 0-1 years of experience in customer support

Skills

- High level of empathy and aptitude to help and resolve problems for others.

- Learning ability to understand the software from the end user’s perspective.

- Oral and written communication skills to help and train clients on using the software. Good hold on English and Hindi is a must.

- Knowledge of Malayalam & Telugu regional language is a must.

- Other desirable skills:

  - Preferably a female candidate 

  - Expressive and good communication skills

  - Good listener and empathetic disposition

  - Proactive in anticipating customer pain points and providing feedback to the product teams on feature usage and issues.

Roles & Responsibilities

Your objective will be to ensure that client is able to extract value of our solution to the fullest. You will be the first point of contact for the client and end users of the software. You will be responsible for successful transition of the customer to our solution, for client communication and coordinating with them for conducting feature demonstration and giving training sessions. You will be resolving client queries on a real-time basis. You will also report to Product team on any major issues that clients may be facing. Uphold established standards, processes and best practices in customer service. You are expected to continuously learn and build a knowledge base by reading books, understanding business, and empathizing with our customers.

Responsibilities

• Interact with customers to provide and process information in response to inquiries about our products such as SMS / Cloud telephony and Voice through calls and email.
• Interact with customers regarding their concerns/requests about products and services over calls and email.
• Manage the tickets over the ticketing tool.
• Handle the calls received from clients.
• Process requirements, modifications, and escalate complaints across a number of communication channels.

Skill sets

• Excellent communication and presentation skills.
• Strong customer handling skills over calls and active listening.
• Ability to multitask, prioritize and manage time effectively.
• Ability to stay calm when customers are stressed or upset.
• Ready to work in a 24X7 environment.
• Good computer skills.
• Proficient in Microsoft Office Applications.

Education Required

• Graduate in Technical field (B.Tech, M.Tech, BCA, MCA, B. Sc , Diploma)

• Experience with client-focused solution architecture consulting, inclusive of project planning, estimating and resourcing.
• Write quality, maintainable code with extensive test coverage in a fast-paced professional software engineering environment.
• Experience in creating and maintaining dev-ops related scripts for enterprise applications.
• Technical delivery experience across the entire SDLC, with deep expertise in software development; at a minimum backend systems like JAVA (version 8+), JavaScript.
• Experience of formal project management environments, including Agile.
• Experience in creating low level designs of the entire applications including servers, deployments and workflows.
• Has an extensive and consistent ability of delivering complex projects throughout life cycle.
• Experience managing the development and delivery of commercial websites.
• Experience managing or leading a team of multi-skilled engineers, developers and QAs.

We are looking for highly skilled Salesforce Developers OR Other Tech Developers (Java / Javascript / Angular / PHP / .NET) who love to stay on the technical side of the curve and look to groom themselves as a Salesforce Architect going forward. You will get a training to work in Cloud Computing (Salesforce & its Lightning Javascript framework as well). 

At Concretio, we believe that work can happen from anywhere. We believe people should be able to work and learn together whether they're across the table or across the world from each other. We are open for the Remote / Work from Home option as well, so location is not a constraint any more. 

Job Responsibilities

• Developing applications for the Salesforce.com platform. 
• Developing Javascript frontend/apps and integrations using REST/SOAP JSON/XML. 
• Coding APEX and custom applications for Salesforce instances. 
• Design, code, configure, document, deliver and support solutions to meet business needs in Salesforce, including configurations, customisations, and integrations. 
• Work with Application Architects and Tech Leads to design integrations between Salesforce.com and other systems across the enterprise. 
• Code, configure, unit test and create supporting documentation for application development tasks.
• Demonstrated experience building integrations with Salesforce.com (REST/SOAP - XML/JSON)

Soft Skills Checklist

• Always learning attitude, with the rapidly changing Salesforce and Tech landscape, it’s a must. 
• Consultant mindset, we will help you develop these soft skills, but an open attitude is needed. Talking to a client/business-user, understanding their pain points, and delivering a solution is key to project success here. 
• Sense of ownership and self-discipline: We don’t like chasing our people for status multiple times a day. If you are one who enjoys taking ownership of tasks and delivering them without much monitoring, you will love it here. 

Tech Skills Checklist

• Strong Salesforce basics i.e. Configuration/Clicks concepts. 
• Apex, Visualforce/Lightning(Aura/LWC). 
• Excellent programming skills with a good understanding of OOPS. 
• Knowledge of any DBMS (Tables, Joins, Relationships, SQL, Normalisation).
• Knowledge of core HTML, CSS and Javascript concepts. 
• Experience of Chrome Extensions/Apps, Electronjs or NativeScript (nice to have).

Cultural Alignment Checklist 

• The educational part doesn't matter much. 
• CODING: Know, love and be comfortable in it. 
• OPEN Mindset: An open, curious and learner profile is a must. WWW is changing at a crazy pace, we need someone who is open to adapt to this pace of change in Salesforce and tech.
• We expect our team to crack suitable Salesforce certifications as KRAs, and happily sponsor the fees for the same. 
• Sense of Ownership: We are not going to put a manager on your head, who will seek status updates every few hours (multiple times in a day). You will be given a task, and expectations will be to own the 100% success and failure for the same. We are never short on public praise and giving credit for a successful show. 
• Excellent Craftsmanship: We differentiate and take pride in what we build and deliver to customers across the globe. Mediocrity is not appreciated here in anything. Top-quality code, deliverable, and communication is something we expect and continuously work to improve on a day to day basis. 
• Strong Communication Skills: It's actually a MUST have for your experience level. 

Nice to have

• Salesforce Communities (Classic and using Communities).
• Taking ideas to AppExchange (OEM, Security Review).
• Developing SPA (Single Page Applications) in Salesforce.
• Hands-on experience in one or more JS/CSS frameworks (jQuery, React, Angular, Vue, Bootstrap, Foundation, etc).
• Hands-on experience of Cordova, Ionic, and Hybrid mobile development.
• How OAuth, SOAP, SAML, and other integration patterns work.
• NoSQL and how modern database systems work.
• Classic DBMS MySQL, Postgres etc.
• AWS, Google or Microsoft cloud experience. 

Team Lead (L3 Technical Support) 

Job Description

PierianDx, a leader in the clinical genomics space, is currently seeking talented and motivated technical leads to lead the product L3 technical support teams. As a Technical Lead for L3 team, your duties will primarily be working with the customer success department on technical issues including software system design and maintenance. You will also be involved in directing team members and identifying/managing risk in collaborations with other teams.

To be successful in this role, you will need to gain extensive knowledge of PierianDx products (includes user workflow, user needs, end-to-end workflow, product architecture and design), problem-solving skills, knowledge of best practices and the software development life-cycle.

Location: Pune

Education

• Bachelors or Masters of Computer Science or related

Total years of experience - 6 to 13

Required Experience

• Must have experience in leading technical small to medium size teams.
• Full-Stack Software Development experience in both front end and back end technologies.
• Should be an outstanding programmer with 5 to 8 years of experience in PierianDx product-related technologies (e.g. AWS, Java, Spring Boot, Hibernate, microservices, Node.JS, React/Angular, SQL as well as No-SQL Databases, basics of Linux, Shell Scripting)
• Strong computer science fundamentals (OO programming, algorithms, data structures, databases).
• Experience with continuous integration infrastructure for software development such as Jenkins.
• Soft skills: Good Communication, Active listening, Influencing, Challenge self and team Experience with SQL and No-SQL Databases
• Demonstrated interpersonal skills including communication, mentoring, coaching, and the ability to interact with colleagues at all levels
• Dynamic, energetic, motivated, positive outlook.  Team player with good interpersonal skills
• Strong customer service and support focus with a desire to deliver a high-quality service
• Self-motivated and highly professional with the ability to lead and take ownership and responsibility
• Ability to multitask, work under pressure and to tight deadlines
• A desire to learn and improve skills and knowledge
• Adaptable and flexible to business demands
• Strong organisational and planning skill

Preferred Experince 

• Experience in developing software for medical devices (ISO 13485/IEC 62304)
• Experience with any Cloud Platform like AWS, GCP or Azure.
• Experience with Docker and anyone Container Orchestration Platforms like EKS, ECS, EKR, Kubernetes, Docker Swarm.
• Experience using Test Driven Development processes
• Experience working with FrontEnd Technologies (HTML, CSS, Javascript)
• Experience with MongoDB
• Experience with at least one dynamically typed language (Python, Node.js, Groovy).

Responsibilities

• Take ownership of providing technical support to the customer success team (for the issues they could not resolve in L1/L2). Examine potential areas for Service Improvement and recommend solutions/proposals to Product Management
• Work with Customer Success management and be aware of implementation projects and timelines; coordinate with project/program managers to plan and support release activities.
• Interact with internal and cross teams to troubleshoot and resolve complex problems. Develop, coordinate and promote the effective functioning of problem management activities across all of Pieriandx product & customer success teams.
• Provide technical leadership - Lead and prioritize the Application/Technical Support team’s workload. Guide team members to troubleshoot & resolve technical issues including software system design and maintenance.
• Contribute to the planning of application/infrastructure releases and configuration changes. Provide input to application/infrastructure scalability
• Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis
• Maintain application by regular monitoring, performance tuning and testing activities
• Ensure compliance with SDLC processes defined at organization level to meet quality goals set at product level. Ensure there are robust procedures and processes within the application support function remit.
• Stay up-to-date on product and process training required to create quality deliverables at each phase of product life-cycle. Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management).
• Maintain good working relationships with internal departments
• Design, prepare and conduct training relating to Problem & Incident Management
• Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Application Support to manage resultant problems