Product support engineer L2 - Mumbai

Location:

This is a 100% remote opportunity for applicants residing in India.

Who We Are:

HighLevel is an all-in-one, white-label marketing platform for agencies & consultants. Our goal as a business is to create a sustainable, powerful, “all things marketing” operating system that creates limitless opportunities for our customers. With 60,000 customer base, we need people like YOU to help us grow and scale even further in the coming years.

We currently have 850+ employees worldwide, working remotely as well as in our headquarters, which is located in Dallas, Texas.

Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and, above all, encourage a healthy work-life balance for our employees wherever they call home. At HighLevel, we require our team members to be on camera for all customer, peer and supervisor interactions. Want to learn more? Check out our website: www.gohighlevel.com. 

Who You Are: 

The primary role of the Customer Support Representative would be to act as a technical resource to our customer base for HighLevel’s suite of software features. A qualified Customer Support Representative possesses the ability to troubleshoot product issues and has experience supporting software solutions preferably within the technology industry.

What You’ll Do:

Today: 

• Provide exceptional customer service inclusive of excellent communication, responsive follow-through, and advocacy for customer issues within internal departments.
• Use judgment within defined practices and procedures.
• Work directly with other support team members of all levels, as needed.
• Maintain solid customer relationships by handling their questions and concerns with speed and professionalism.
• Be accessible and available to multiple customers.
• Establish priorities and communicate rationale and time-frame clearly to customers.
• Suggest articles to the knowledge base in an effort to promote self-help for our customers.
• Be readily available with camera on to assist customers via Zoom video calls and address their questions or concerns.

Soon:

• Receive and record incident-related information over the phone, chat, email (and other) channels using a variety of tools, techniques, and procedures.
• Conduct analysis, gather information (i.e. click steps, logs, screenshots), and troubleshoot customer issues.
• Resolve issues that require a broad range of troubleshooting skills related to software functionality/configuration, the Internet, hardware, networking, and general technical issues pertaining to HighLevel’s software solution.
• Work directly with team members to resolve customer issues and request enhancements for our products.
• Actively contribute to a growing knowledge network that improves the effectiveness of our team and the information available to our customers.
• Participate in the testing of new product releases.

Eventually:

• Resolve or recommend resolutions to customer problems.
• Other duties may be assigned and/or modified as business needs change.

What You’ll Bring: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience/Education/Certifications Required:

• 2+ years of prior technical support experience in a product based organization preferably B2B SaaS fielding and resolving technical inquiries in a well-structured professional manner
• Strong technical aptitude, analytical and troubleshooting skills.
• Demonstrated ability to maintain self-control while defusing stressful customer situations.
• Excellent customer service attitude.
• The ability to be a team-player as well as work independently. 
• Excellent note-taking skills.
• Experience with ticketing systems.
• Experience working with a combination of inbound calls, chats, and follow up emails to the customer for exceptional customer service.

Additional Skills Required: 

• Fluent in English.
• Demonstrated verbal and written communication skills.

EEO Statement:

At HighLevel, we value diversity. In fact, we understand it makes our organization stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences, while providing awesome service to our clients and learning from one another along the way!

Looking for a .Net Engineer | Bangalore to join a team of rockstar developers. The candidate should have a minimum of 2+ yrs. of experience in .Net Core.There are multiple openings. If you're looking for career growth & a chance to work with the top 0.1% of developers in the industry, this one is for you! You will report into IIT'ans/BITS grads with 10+ years of development experience + work with F500 companies (our customers).

Company Background - CodeVyasa is a Software Product-Engineering and Development company that helps Early-stage & Mid-Market Product companies with IT Consulting, App Development, and On-demand Tech Resources. Our Journey over the last 3 years has been nothing short of a roller-coaster. Along our way, we've won some of the most prestigious awards while driving immense value to our customers & employees. Here's the link to our website (codevyasa.com). To give you a sense of our growth rate, we've added 70+ employees in the last 6 weeks itself and expect another 125+ by the end of Q1 2024

Requirements:

•   Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
•   Minimum of 2 years of experience as a .Net Developer
•   Proficiency in MVC Framework, WEBAPI, Webform, C#.
•   Aptitude for learning new technologies quickly.
•   Good problem-solving and analytical skills.

What We Offer:

•   Glassdoor rating of 4.8, indicating high employee satisfaction.
•   Free healthcare benefits.
•   Strong focus on upskilling and professional development opportunities.
•   Diverse and inclusive work environment.
•   Competitive compensation and benefits package.
•   Emphasis on maintaining a healthy work-life balance.

Who we are?

Cybrilla is a financial infrastructure company. We are building the front-end applications & APIs from the ground up to support a variety of use cases and enable a superior digital experience for different user personas. Cybrilla's current focus is to build the underlying operating system for mutual funds.

AMCs / Fintech startups / Wealth management businesses can choose the product that works best for them to enable an awesome experience for their customers and internal stakeholders.

About the Product 

Fintech Primitives(FP) is an API platform that provides solutions to the problem statements of the Indian Mutual Fund domain. The APIs handle domain, regulatory, and technical complexities to enable customers to build different use cases in a short time. Check here to know what our customers are building using FP APIs.

Job Description 

Your Role - 

• Responsible for providing technical solutions to existing and prospective Fintech and Enterprise customers throughout the implementation stage of the onboarding cycle. 
• Ensure new customers are onboarded with the right mix of products. Existing customers can design their product using an appropriate mix of FP products.
• You will become an SME for all products and assets of Cybrilla and collaborate with the product team to improve the product better. 
• Guide and train clients or partners to help them understand product technical capabilities to add business value. 
• Perform R&D with third parties APIs or other products to guide the product team to improve products for better client experience.
• Participate in Product demos and seek clarifications, test features released by the product team from clients lens. 
• Willing to debug and troubleshoot advanced technical issues and help internal teams whenever required. 
• Willing to think outside the box, prototype solutions if possible and present it to teams internally that could be taken up as product enhancements.

Your Skills and Experience 

Must have skills -  

• At Least 4+ years of experience in backend engineering / solutions engineering. 
• Strong understanding Javascript, API (Strong skills).
• Database technologies MySQL.
• Significant experience in client facing roles.

Good to have skills - 

• Experience in automation is welcomed. 
• Any experience in data migration activity is welcomed.
• Have worked on ETL projects.

What’s in it for you?

• Opportunity to work on a growing product that solves unique digital use cases for the Indian wealth management industry.
• Flexible work options.
• Opportunity to solve deep domain and technology problems, for very large enterprises.
• Opportunity to work with the best brains in fintech.
• Increasing your geek quotient, by attending meetups and conferences. Yes we dig that stuff.
• Grow exponentially by working in small and transparent teams.
• Who says you can’t make friends at work, we do! Get to know more about your team and the work.

JD:

• 10+ years of experience in preparing, reviewing, revising, and maintaining the software technical documents and Saas product documentation.
• Experience in reviewing the user interface (UI), partner with UX designers to suggest ways to make the UI intuitive, and provide content that can be embedded in the UI.
• Experience in performing independent research to understand a product and the needs of customers and stakeholders.
• Experience writing/editing troubleshooting, procedural, and reference information.
• Understands software terminology and has basic knowledge of working with software development teams.
• Experience working in an agile environment.
• Ability to quickly learn and evaluate new technologies and work effectively in a fast-paced, dynamic environment.

Why SquareShift?

We firmly believe that our growth, long-term success & wellbeing as an organization are a direct outcome of the culture and teamwork. At SquareShift, you can expect,

• High-growth, collaborative environment with diverse and inclusive teams
• Continuous learning, enrichment, and development opportunities
• Competitive pay and allowances for professional development 
• Flexible time off to relax and recharge

Address: SquareShift Technologies

ABOUT US.

Established in 2009, Ashnik is a leading open-source solutions and consulting company in South East Asia and India, headquartered in Singapore. We enable digital transformation for large enterprises through our design, architecting, and solution skills. Over 100 large enterprises in the region have acknowledged our expertise in delivering solutions using key open-source technologies. Our offerings form critical part of Digital transformation, Big Data platform, Cloud and Web acceleration and IT modernization. We represent EDB, Pentaho, Docker, Couchbase, MongoDB, Elastic, NGINX, Sysdig, Redis Labs, Confluent, and HashiCorp as their key partners in the region. Our team members bring decades of experience in delivering confidence to enterprises in adopting open source software and are known for their thought leadership.

As a team culture, Ashnik is a family for its team members. Each member brings in different perspective, new ideas and diverse background. Yet we all together strive for one goal – to deliver best solutions to our customers using open source software. We passionately believe in the power of collaboration. Through an open platform of idea exchange, we create vibrant environment for growth and excellence.

THE POSITION

Ashnik is looking for talented and passionate people to be part of the team for an upcoming project at client location.

QUALIFICATION AND EXPERIENCE

• Preferably have a working experience of 4 Years and more , on production PostgreSQL DBs.
• Experience of working in a production support environment
• Engineering or Equivalent degree
• Passion for open-source technologies is desired

ADDITIONAL SKILLS

• Install & Configure PostgreSQL, Enterprise DB
• Technical capabilities PostgreSQL 9.x, 10.x, 11.x
• Server tuning
• Troubleshooting of Database issues
• Linux Shell Scripting
• Install, Configure and maintain Fail Over mechanism
• Backup - Restoration, Point in time database recovery
• A demonstrable ability to articulate and sell the benefits of modern platforms, software and technologies.
• A real passion for being curious and a continuous learner. You are someone that invests in yourself as much as you invest in your professional relationships.

RESPONSIBILITIES

• Monitoring database performance
• Optimizing Queries and handle escalations
• Analyse and assess the impact and risk of low to medium risk changes on high profile production databases
• Implement security features
• DR implementation and switch over

LOCATION: Pune

Experience: 8 yrs plus

Package: upto 17 LPA

This person MUST have:

• BE Computer Science or equivalent
• Cloud app development experience.
• Strong Troubleshooting and debugging skills
• A strong passion for writing simple, clean, and efficient code.

• 3 years of experience with the Django framework and other backend technologies.
• Knowledge of NodeJS
• Experience with building, modifying, and extending API endpoints (REST or GraphQL) for data retrieval and persistence.
• Understand how to use a database like Postgres (preferred choice), SQLite, MongoDB, MySQL.
• Experience creating high-performance applications.
• Experience with messaging and broker tools - Rabbitmq, MQTT
• Experience with SQL and NoSQL databases
• Experience with the full software development life cycle, including requirements collection, design, implementation, testing, and operational support.
• Knowledge of web services
• Proficient understanding of code versioning tools Git.
• Hands-on experience deploying and managing infrastructure with CloudFormation/Terraform
• Experience managing AWS infrastructure.
• Hands-on experience in Linux environment.
• Basic understanding of Kubernetes/Docker orchestration.
• Manges existing infrastructure/Pipelines/Engineering tools (On-Prem or  AWS) for the engineering team (Build servers/Jenkins nodes etc.)
• Experience with scrum or other agile software development methodology.
• Excellent verbal and written communication, teamwork, decision making and
• influencing skills.
• Handle customer calls/emails regarding technical issues for end-users.
• Strong communication skills
• Attention to detail.

Experience:

• Min 3 year experience

Location:

• Ahmedabad Office Or,
• Work from home

Timings:

• 40 hours a week with a rotational shift every month.

Roles and Responsibilities

As an Escalation Associate, you will be at the front of handling and resolving customer complaints and Grievances from various touchpoints (Not Limited to Complaints, Social Media Escalations, Consumer Forum complaints, etc.). You will work with other departments and ensure closure and recovering a customer’s experience.

• Tracking all Customer complaints/escalations in real-time.
• Acknowledge all customer complaints, connect with customers (Over emails as well as on calls), understand the problem clearly, and assure a timely resolution.
• Coordinate and follow up internally for an end-to-end closure on each complaint handled.
• Proactively escalate cases that are about to breach standard TAT.
• Work on RCAs (Root Cause Analysis), of complaints, handled, to facilitate process improvement internally.
• Liaison with team members and team leads on a regular basis.
• Publish MIS on Escalation Cases and follow up steps to be shared with Team Leaders for Agent coaching and improvement.
• Adhere to compliance policies.

Required Skills & Experience

• A strong Customer-centric approach.
• Can work under pressure and handle difficult conversations.
• Can understand problems clearly.
• Ownership and solution-oriented approaches should understand and deliver end-to-end resolutions.
• A team player can coordinate and liaise with internal and other departments seamlessly.
• Fluent in written and conversational English. Regional Language Hindi, Kannada, Tamil, Telugu is a strong plus.
• Academic Qualifications- Bachelor’s Degree preferred or equivalent experience considered.
• 1 -2-year experience in customer service (or related fields), fresher’s can be considered who matches above criteria.

Preferred Skills

• Background in customer service, escalations/complaints handling, social media handling.
• Experience in email handling, inbound calls.

We are seeking API Test Engineer who has at least 6 years of experience in Software Quality Assurance. In this role you will participate with the processes, tools, techniques and practices for assuring adherence to quality standards for laboratory medical device new product development. Candidates must have database and coding skills.

Responsibilities

• Writes and automates software testing through API / Integration Tests
• Ensures deliverables meet audit criteria. Interfaces with Scum Team to ensure that systems are developed meeting the business need and specifications through API / Integration tests.
• Develops, publishes, and implements test scripts to ensure quality applications
• Work with multi-discipline teams on new production introduction project while adhering to software development and source control processes

Qualifications

• Bachelor’s degree in Software Engineering, Computer Science or related field with no less than 6+ years of experience
• Experience with any automated API / Integration test technologies such as FitNess / REST API / Cucumber / Other
• Candidates must be able to do API and database testing
• Communicates and endorses strict adherence to methodologies, processes, and standards
• Performs risk-based testing
• Maintains defect documentation and logs
• Experience in Agile development processes and philosophies
• History of timely delivery while ensuring a quality focus
• Ability to work well with people and be both highly motivated and motivating
• Ability to work in a fast-paced, and often ambiguous environment where continuous improvement is a way of life
• Ability to work independently and proactively with minimal direction

Nice to Have

• Understanding of software development processes for a regulated environment (ISO9000/FDA) is a plus