Sr Support Engineer L-2

Responsibilities:

• Design and develop user-friendly and responsive content on web applications using Adobe Experience Manager product.
• Should be able to think about content with a design mindset.
• Implement UI designs and ensure web applications are visually appealing and easy to use.
• Expertise in AEM, but open to scale up to full stack/frontend/backend depending on requirements.
• Work with designers to develop web layouts and integrate designs into web applications.
• Collaborate with cross-functional teams to define, design, and ship new features.
• Develop and maintain automated tests to ensure code quality.

Requirements:

• Bachelor's degree in computer science, Engineering, or a related field
• 4+ years of experience in front-end development with a strong focus on AEM
• Strong knowledge of responsive web design principles and best practices
• Exposure to AWS environment, such as EC2, S3, Lambda, etc.(Good to have)
• Familiarity with Agile development methodologies
• Knowledge of version control tools such as Git or SVN
• Experience with unit testing and test-driven development
• Excellent communication skills and ability to work collaboratively with a team.
• Good to have experience in Java or any other programming language(not mandate).

• 3to 4years of professional experience as a DevOps / System Engineer
• Command line experience with Linux including writing bash scripts
• Programming in Python, Java or similar
• Fluent in Python and Python testing best practices
• Extensive experience working within AWS and with it’s managed products (EC2, ECS, ECR,R53,SES, Elasticache, RDS,VPCs etc)
• Strong experience with containers (Docker, Compose, ECS)
• Version control system experience (e.g. Git)
• Networking fundamentals
• Ability to learn and apply new technologies through self-learning

Responsibilities

• As part of a team implement DevOps infrastructure projects
• Design and implement secure automation solutions for development, testing, and productionenvironments
• Build and deploy automation, monitoring, and analysis solutions
• Manage our continuous integration and delivery pipeline to maximize efficiency
• Implement industry best practices for system hardening and configuration management
• Secure, scale, and manage Linux virtual environments
• Develop and maintain solutions for operational administration, system/data backup, disasterrecovery, and security/performance monitoring

Desired Candidate Profile

A network of the world's best developers - full-time, long-term remote software jobs with better compensation and career growth.  We enable our clients to accelerate their Cloud Offering, and Capitalize on Cloud.  We have our own IOT/AI platform and we provide professional services on that platform to build custom clouds for their IOT devices.  We also build mobile apps, run 24x7 devops/site reliability engineering for our clients.

We are looking for a friendly, hands on technical, and dependable professional to provide the highest level of customer support and improve customer satisfaction that helps build brand loyalty for our udoo platform.

This person MUST have:

• Minimum of 2 year's experience in a similar role.
• Experience providing support to customers via different channels - Chat, Livechat, Call, etc 
• Ability to understand functionality of web based application
• Provide Level-1/2 support and troubleshoot to resolve issues.
• Minimum 1 year of experience as part of ticket management team
• Very strong & professional communication skills - written & verbal
• Work on ticket portal for ongoing customer queries.
• Ability to work effectively in a team environment - pleasant, professional, and courteous personality skills
• Good verbal and written communication skills providing call support to Internal and External End Users.
• Handle customer calls/emails regarding technical issues for end users.
• Strong communication skills
• Attention to detail.

Experience:

• Min 2 year experience

Location:

• Ahmedabad Office Or,
• Work from home

Timings:

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

Position:

• Full time/Direct
• We have great benefits such as PF, medical insurance, 12 annual company holidays, 12 PTO leaves per year, annual increments, Diwali bonus, spot bonuses and other incentives etc.
• We dont believe in locking in people with large notice periods.  You will stay here because you love the company.  We have only a 15 days notice period.

Position: Manager/Sr. Manager - Presales 

Location: Mumbai / Delhi 

About NxtGen 

NxtGen is an emerging leader in data center and cloud4based services that help powering businesses to grow by cutting through complexity and saving on cost. 

Our advanced solutions can be provided both from our own High Density Data Center (HDDC™) facilities or deployed at On4Premise Data Centers (OPDC™) that are managed centrally. 

Our Enterprise Cloud Services™ (ECS) provide private and public clouds or hybrid cloud infrastructure hosted on OPDC™ or HDDC™. NxtGen’s advanced infrastructure enable companies to simplify IT infrastructure, reduce running costs, and enable business growth by creating additional capacity from existing infrastructure. By providing the right public or private infrastructure, NxtGen helps companies meet dynamic business demands. 

With the support and trust of Intel Capital, Axon Partners, and International Finance Corporation (IFC), NxtGen continues to push the boundaries of the IT infrastructure domain with its unique and cost-effective solution. 

To know more about us log on to www.nxtgen.com , https://www.youtube.com/watch?v=s6GNShHFRRg 

Job Overview 

• • Responsible for technical and business requirements, discovery, proposal preparation support and technical presentations to customers for NxtGen’s full suite of products and solutions. 
• • Serves as technical consultant for: Cloud, hosting, Virtualization, and Managed Services. 
• • The presales manager is also responsible for providing technical training for the sales team. 

Job Responsibilities 

• • Performs customer discovery discussions to understand and document business needs and design requirements necessary for the formulation of optimal solutions 
• • Creatively designs solutions for customers using the best mix of NxtGen’s, products. Alters the design as needed to result in the customer choosing the NxtGen’s solution 
• • Determine client requirements and provide designs for Hosting Services, Cloud, Virtualization (VMware, KVM, Hyper4v) Outsourced infrastructure solutions (managed and un4managed), specialized Enterprise application suites 
• • Conceptual and working knowledge of AWS/Azure/Google Cloud. 
• • Provide technical expertise during requirements gathering and analysis, document technical designs and support manuals, and drive test and deployment processes for Hadoop Cluster 
• • Conceptual knowledge on various distributions of Hadoop. 
• • Working knowledge on various Backup technologies like Symantec, Commvault. 
• • Creatively design DR solutions for customers understanding their current infrastructure by using third party tools or in-built replication technologies. 

• • Possess knowledge on Dockers, Containers & Dev Ops. 
• • Understand power, cooling, and other environmental constraints on a client’s outsourced infrastructure 
• • Develop and grow technical knowledge base in Hosting Services, Cloud, Virtualization, Outsourced infrastructure solutions (managed and unmanaged), specialized Enterprise application suites 

• • Documents, via diagrams and writing, and presents the solution to the customer, describes the benefits of the solution 
• • Builds relationships with customers serving as the technical liaison from sales to post4sales 
• • Responsible for growing strategic product sales and revenue through proactive engagement with customers 
• • Participates in strategic and tactical account planning 
• • Follows industry technology trends through self4study and formal training and shares that knowledge with customers 
• • Clearly communicates the customer design to the teams responsible for ordering, implementation, and ongoing support 
• • Provides technical training and development support to the local branch 
• • Leads internal cross4functional teams to obtain required approvals of non4standard designs for customers 
• • Provide sales engineering support remotely across multiple time zones 
• • Travel for customer and team meetings 

NxtGen is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, national origin, disability, age, military status or veteran status, genetic information, or any other status protected by applicable law. 

Job Title: Technical Support Specialist

Department: Customer Support > Engineering 

Reports to: Technical Support Team Lead

Location: Remote | India

Summary: The Technical Support Specialist is responsible for ensuring that our customers’ needs are met and issues are responded to and resolved in a timely manner.  This role acts as a first point of contact for customers that are experiencing a problem with their implemented instance of any of Commerce Fabric’s products.  The Technical Support Specialist responds to customer inquiries via phone, email and Slack. You will join a dynamic team where you will be given the opportunity to expand your skills within a wide range of front-end web technologies such as HTML, CSS and JavaScript.

Responsibilities: The Technical Support Specialist is responsible for intaking customer requests via phone, email and slack and ensuring effective communication and resolution with the customer by working with internal teams.  The Technical Support Specialist will uphold Commerce Fabric’s service level agreements and keep the customer informed of progress on their issue, as it is being resolved. Your days will include interacting with clients to inform them on how to use our software, troubleshooting issues, and acting as a link between our Customer Experience Team and our Development and Product Team as you follow issues from the first report to resolution.

• Provide excellent customer service to Commerce Fabric’s customers
• Handle a high volume of inbound calls/emails/messages with an emphasis on service to Commerce Fabric’s customers
• Updates Account Manager with any escalated issues 
• Highlights any consistent issues and themes to Technical Support Team Lead
• Provide top-notch support, and service to customers, through phone calls, in-person interaction, email, and our ticketing systems.
• Take assignment of technology support requests, and own those through resolution - calling on assistance from teammates and other resources as needed, but maintaining overall responsibility for tickets.
• Troubleshooting technical errors with a modern web-based application

Qualifications: 

• Full-time bachelor’s degree
• 2-4 years of customer-facing experience with global customer exposure in a technical support role
• Ability to work in shifts outside normal business hours
• Excellent written and verbal communication skills in English with an ability to build relationships.
• Experience working with different operating systems including Windows and Mac OS
• Experience with ticketing systems Zendesk and JIRA
• Ability to work independently
• Ability to prioritize and manage several milestones and projects efficiently

• Implementation Experience on Avaya Aura UC Portfolio – Communication Manager, Messaging, Session Manager, System Manager, AES, SBCE, Utility Services, ADS, AADS, AMS, Avaya Control Manager and advance level troubleshooting to make project cut-overs successful.
• Implementation Experience on Avaya Aura CC Portfolio – AAEP, DSS, BRE, POM, CMS, WFO, AWFO, Breeze, Oceana and advance level troubleshooting to make project cut-overs successful.
• Works with the customer on recurring alarms that trigger in the PBX and provides plan of action to isolate the defect in PBX/Network - Problem Management
• Session Manager/System Manager (SIP server) administration and routing configuration
• Session Border Controller administration and configuration
• Session Border Controller to Session Manager Routing configuration
• Works with the onsite system technician as required during test and turn-up of phones, application servers, and adjuncts
• Works with Service Provider for circuit turn-up activities and other issues associated with the maintenance activity
• Troubleshooting intermittent Server restarts, Call drops and Network-triggered voice quality issues that require traces to be setup at multiple end-points and deep analysis of all collected traces to come up with resolution plan
• SIP Link restoration and troubleshooting that require set up and analysis of SIP traces
• Troubleshooting Call flow Routing and Adaptation between SIP Server and Session Border Controller
• Troubleshooting Voice quality issues (Static, Jitter, Robotic voice, Latency) over WAN using Sniffer and Network traces

Cloud Platform Developer:

• 8 to 12 years of platform development experience with good knowledge on any virtualized platform (VMware ESXi, Linux KVM, Openstack, AWS, etc)
• Candidate must understand how to instantiate/provision/package VMs on cloud platforms – OVF/OVA, qcow2, etc.
• Strong in Shell and Python scripting; Knowledge of Apache Maven is plus.
• Knowledge of Ansible or Terraform will be useful
• Knowledge of Rift.io / Open source MANO / Restful APIs will be plus
• Good knowledge of Linux OS fundamentals – IPCs (sockets, shared memory, etc), multi-threading, Semaphores, IP routing, etc.
• Experience of working in an agile software development environment is critical
• Exposure to multiple aspect of product lifecycle process including requirement gathering, functional specification, design, development, testing, and maintenance.