Senior Engineer- Cyber Security & Risk assessment

Job Title: Lead - Customer Support

Location: Noida Sector 2

Department: Customer Support

Job Summary:

Lead customer support efforts at MyOperator, focusing on CSAT, FCR, escalation handling, and team management to ensure exceptional customer service and happiness.

Key Responsibilities:

- Drive high CSAT and First Call Resolution (FCR).

- Efficiently handle escalations and implement resolution SOPs.

- Lead, train, and mentor the support team.

- Optimize processes and report key performance metrics.

- Enhance customer engagement and collaborate with internal teams.

Key Requirements:

Experience : 4 years in customer support, 1 years in leadership.

Industry Preference : SaaS, IT, or similar.

Skills : Strong communication, problem-solving, and CRM expertise.

Education : Bachelor's degree preferred.

Why Join MyOperator?

- Customer-centric, innovative environment.

- Growth opportunities and competitive benefits.

Job Description

Function: Sales and Business → Sales / Business Development

• Business Development
• Direct Sales
• Sales
• Telecalling

Responsibilities:

• Achieving and exceeding the sales targets (End to End Sales).
• Lead generation through cold calling.
• Identify opportunities through Web interaction, Tele calling, marketing events & advertisements to generate appointments.
• Record and maintain the quality of leads and ensure the progression of leads from identification to closure.
• Maintain a quality pipeline by targeting the right set of audiences and weekly closure by continuous follow-up.
• Providing counseling to students and helping them choose the right learning module.
• Willing to travel within city limits convincing the customers (i.e. parents) to invest in the Toppscholars learning app to improve their children's quality of education and academic result by establishing the unique value proposition of the Toppscholars learning app.
• Ensuring end-to-end delivery and sustaining the given targets.

As an engineer, you will help with the implementation, and launch of many key product features. You will get an opportunity to work on a wide range of technologies (including Spring, AWS Elastic Search, Lambda, ECS, Redis, Spark, Kafka etc.) and apply new technologies for solving problems. You will have an influence on defining product features, drive operational excellence, and spearhead the best practices that enable a quality product. You will get to work with skilled and motivated engineers who are already contributing to building high-scale and high-available systems.

If you are looking for an opportunity to work on leading technologies and would like to build product technology that can cater millions of customers inclined towards providing them the best experience, and relish large ownership and diverse technologies, join our team today!

What You'll Do:

• Creating detailed design, working on development and performing code reviews.
• Implementing validation and support activities in line with architecture requirements
• Help the team translate the business requirements into R&D tasks and manage the roadmap of the R&D tasks.
• Designing, building, and implementation of the product; participating in requirements elicitation, validation of architecture, creation and review of high and low level design, assigning and reviewing tasks for product implementation.
• Work closely with product managers, UX designers and end users and integrating software components into a fully functional system
• Ownership of product/feature end-to-end for all phases from the development to the production.
• Ensuring the developed features are scalable and highly available with no quality concerns.
• Work closely with senior engineers for refining the and implementation.
• Management and execution against project plans and delivery commitments.
• Assist directly and indirectly in the continual hiring and development of technical talent.
• Create and execute appropriate quality plans, project plans, test strategies and processes for development activities in concert with business and project management efforts.

The ideal candidate is a passionate engineer about delivering experiences that delight customers and creating solutions that are robust. He/she should be able to commit and own the deliveries end-to-end.

What You'll Need:

• A Bachelor's degree in Computer Science or related technical discipline.
• 2-3+ years of Software Development experience with proficiency in Java or equivalent object-oriented languages, coupled with design and SOA
• Fluency with Java, and Spring is good.
• Experience in JEE applications and frameworks like struts, spring, mybatis, maven, gradle
• Strong knowledge of Data Structures, Algorithms and CS fundamentals.
• Experience in at least one shell scripting language, SQL, SQL Server, PostgreSQL and data modeling skills
• Excellent analytical and reasoning skills
• Ability to learn new domains and deliver output
• Hands on Experience with the core AWS services
• Experience working with CI/CD tools (Jenkins, Spinnaker, Nexus, GitLab, TeamCity, GoCD, etc.)

• Expertise in at least one of the following:

    - Kafka, ZeroMQ, AWS SNS/SQS, or equivalent streaming technology

    - Distributed cache/in memory data grids like Redis, Hazelcast, Ignite, or Memcached

    - Distributed column store databases like Snowflake, Cassandra, or HBase

    - Spark, Flink, Beam, or equivalent streaming data processing frameworks

• Proficient with writing and reviewing Python and other object-oriented language(s) are a plus
• Experience building automations and CICD pipelines (integration, testing, deployment)
• Experience with Kubernetes would be a plus.
• Good understanding of working with distributed teams using Agile: Scrum, Kanban
• Strong interpersonal skills as well as excellent written and verbal communication skills

• Attention to detail and quality, and the ability to work well in and across teams

You will be responsible for architecting and developing features on the application end to end. You will be working closely with the Product Managers and the Technical architect to come up with high-quality, resilient, and highly performant applications.‍

• Design and develop SaaS-based applications based on microservices architecture.
• Work on the core backend and ensure it meets the performance benchmarks.
• Work on the front end with ReactJS.
• Design and develop APIs for the frontend to consume.
• Constantly improve the application architecture by clearing the technical backlog.
• Meet both technical and consumer needs.
• Stay abreast of developments in web applications and programming languages.

An enthusiastic individual with the following skills. Please do not hesitate to apply if you do not match all of it. We are open to promising candidates who are passionate about their work and are team players.

• Education - BE/MCA or equivalent.
• Overall 4+ years of experience.
• Agnostic/Polyglot with multiple tech stacks.
• Worked on open source technologies – NodeJS, ReactJS, MySQL, NoSQL, MongoDB, DynamoDB.
• Good experience with Front-end technologies like JavaScript frameworks, ReactJS, AngularJS.
• Backend exposure – good knowledge of building API.
• Worked on serverless technologies.
• Efficient in building microservices to combine server and frontend.
• Knowledge of cloud architecture.
• Should have working experience with relational and columnar DB.
• Should be innovative and communicative in your approach.
• Were responsible for the functional/technical track of a project.

You will closely work with the Engineering team and support the Product Team of Empuls.

A wholesome opportunity in a fast-paced environment that will enable you to juggle between concepts, yet maintain the quality of content, interact and share your ideas and have loads of learning while at work. Work with a team of highly talented young professionals and enjoy the comprehensive benefits that  offers.

A fast-growing SaaS commerce company based in Bangalore with offices in Delhi, Mumbai, SF, Dubai, Singapore, and Dublin. We have three products in our portfolio: Plum, Empuls and Compass. works with over 1000 global clients. We help our clients in engaging and motivating their employees, sales teams, channel partners and consumers for better business results.

• Automate deployments of infrastructure components and repetitive tasks.
• Drive changes strictly via the infrastructure-as-code methodology.
• Promote the use of source control for all changes including application and system-level changes.
• Design & Implement self-recovering systems after failure events.
• Participate in system sizing and capacity planning of various components.
• Create and maintain technical documents such as installation/upgrade MOPs.
• Coordinate & collaborate with internal teams to facilitate installation & upgrades of systems.
• Support 24x7 availability for corporate sites & tools.
• Participate in rotating on-call schedules.
• Actively involved in researching, evaluating & selecting new tools & technologies.

• Cloud computing – AWS, OCI, OpenStack
• Automation/Configuration management tools such as Terraform & Chef
• Atlassian tools administration (JIRA, Confluence, Bamboo, Bitbucket)
• Scripting languages - Ruby, Python, Bash
• Systems administration experience – Linux (Redhat), Mac, Windows
• SCM systems - Git
• Build tools - Maven, Gradle, Ant, Make
• Networking concepts - TCP/IP, Load balancing, Firewall
• High-Availability, Redundancy & Failover concepts
• SQL scripting & queries - DML, DDL, stored procedures
• Decisive and ability to work under pressure
• Prioritizing workload and multi-tasking ability
• Excellent written and verbal communication skills

• Database systems – Postgres, Oracle, or other RDBMS
• Mac automation tools - JAMF or other
• Atlassian Datacenter products
• Project management skills

• 3+ years of hands-on experience in the field or related area
• Requires MS or BS in Computer Science or equivalent field

What will I be doing? 👩‍💻👨‍💻

Leading parts of the product from inception to launch, and own large parts of the product’s execution.
Working with our Sales and frontend team to build products with the goal of delighting and increasing the success of our users.
Architecting, building, testing, and releasing product-facing features.
Contributing to our side projects and free tools for the education industry.

What do I need? 🤓

1-2 years of industry experience in a software engineering role, preferably building a SaaS product. You can demonstrate significant impact that your work has had on the product and/or the team.
Deep knowledge of a high-level programming language (for example, PHP, Python, etc.) but it doesn’t need to be a language that we use here! Great people are effective and learn what we use quickly (or introduce us to better ways of working)
Deep knowledge of SQL Databases
Experience with scalable distributed systems, both built from scratch as well as on AWS primitives
Willingness to learn and use new technologies
Extremely data-driven
Ability to debug complex systems

Brownie points 🍰

Using a framework (for example, Laravel, Code Igniter, Django)
Understanding of containerisation (Docker/Kubernetes) along with ability to deploy to AWS ECS (or similar tools)

Feel free to apply even if you feel unsure about whether you meet every single requirement in this posting. As long as you're a quick learner, and are excited about changing the status quo for tech recruitment, we're happy to support you as you come up to speed with our tech stack.

Perks 😍

Flexible vacation
Take a tutorial, on us
Monthly remote meals

Tech stack 🔨

PHP
Laravel
NodeJS
VueJS
Ionic Angular
Digital Ocean
AWS
MySQL

Why Classcard? 🚀

We are still in the early stages of our journey. You will be working closely with our users, acting on both their feedback and what our data says. Things you build here will have tremendous impact on both our business and Classcard as a company.
What happens after I apply? 🤔

1. Quick phone call with a member of our engineering team to find out more about your experience and why you want to work at Classcard.

2. Video interview:

   Technical discussion with a senior engineer
   Pairing on an interesting problem
   Meet the founders

• Work closely with the IT team in completing projects
• Troubleshoot and fix any issues relating to PHP programs
• Ensure smooth operations of web processes and infrastructure
• Create scripts to facilitate client systems to meet performance and objectives
• Test and develop software for client applications
• Create documentation for software created
• Utilize source debuggers and write or modify client software
• Produce results effectively and within the deadlines set

• Proven experience as a PHP developer in a competitive environment
• Strong knowledge of PHP coding and web-based applications
• Good understanding of website integration and software creation
• Excellent verbal and written communication skills
• Able to follow clear instructions according to client demands
• Strong analytical and problem-solving skills
• Creative ability to produce effective solutions to client problems
• Good team player that is enthusiastic about delivering results
• Able to work seated in front of a computer screen for long hours at a time