Technical Support Engineer

at invidi Tech

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Chennai
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4 - 6 yrs
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₹6L - ₹10L / yr
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Full time
Skills
Javascript
Amazon Web Services (AWS)
JIRA
Agile management
SaaS
Python

About the role:

We seek highly dedicated, motivated, and passionate Technical Support Engineers who can use the right tools to find the best solutions to problems. We embrace the Agile methodology, you will play an important role in all aspects of client support.

 

 

Key responsibilities:

  • Provide INVIDI's customers with quick, accurate, and professional replies via ticketing system, chat, email, or phone.
  • Maintain high level of customer satisfaction.
  • Develop an understanding of each customer's specific implementation and needs.
  • Relay customer feedback to internal teams.
  • Work closely with internal teams such as Product, Engineering, Customer Success and Customer Solutions teams.
  • Appropriately triage a given problem; isolate and escalate any deemed problem within INVIDI.
  • Conduct root-cause analysis with engineering teams to make sure that issues are resolved.
  • On-call work is required and will be compensated separately

 

 

You must have

  • University Degree
  • 5+ years relevant experience.
  • Fluent in English with excellent verbal and written communication skills.
  • Must be able to articulate technical solutions to all audiences.
  • Capable of clarifying unclear requirements for both internal and external stakeholders.
  • Experience in debugging complex technical issues in a fast-paced work environment.
  • Highly motivated and interested in customer support and customer satisfaction.
  • Ability to learn quickly and to cope with ever-changing environments.
  • Desire to learn new things and perform technology research & troubleshooting.
  • Ability to work with multiple customers and situations simultaneously.
  • Willingness to take ownership of internal projects focused on improving existing documentation or processes.
  • Must be proficient in three of the nice-to-have technical skills below.

 

 

Nice-to-have technical skills:

  • Experience supporting cloud-based SaaS products.
  • Experience using monitoring tools such as DataDog
  • Experience of web technologies and platforms such as Java Script, HTML, FTP, SSL, CSS.
  • Experience with *unix environments including bash and scripting.
  • Experience with scripting languages like Python
  • Experience with REST APIs.
  • Experience with Amazon Web Services and associated cloud-based technologies (Kinesis, Athena, etc.).
  • Experience with relational databases.


Nice-to-have experience:

  • Experience with video advertising and ad serving.
  • Experience working in AGILE environment.
  • Experience with Atlassian products (Jira, Confluence, etc.).
Read more
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