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As a Customer Success Execute at Abmiro, you'll play an important role in driving the success of our clients who are using our SaaS product (Rekart).
You'll be a technical expert, working closely with clients to understand their needs, troubleshoot any technical issues, and empower them to fully utilize the capabilities of our software.
Your role is key in fostering long-lasting, mutually beneficial relationships with our customers.
You should be a Graduate / PG in IT / CS (BE, BTech, Bsc, MSc)
Role & responsibilities
- Serve as the primary technical point of contact for customers, offering expert guidance and support through phone calls, email and chat.
- Collaborate with clients to understand their unique requirements and goals
- Assist with the setup, configuration and onboarding of customers on the platform
- Provide quick solutions or workarounds to client queries
- Coordinate with the technology team for possible issues/enhancements/feature requests
- Provide technical training and support resources to ensure customers can maximize the value of our software.
- Proactively identify opportunities to optimize and enhance customer workflows using our product.
- Serve as a liaison between customers and internal teams, facilitating effective communication and issue resolution.
- Maintain a deep understanding of our product, including new features and updates.
- Work in shifts to ensure 24/7 technical support coverage for our global customer base.
- Document and maintain training documents and material for customer training purposes.
Preferred candidate profile
- Bachelor's degree in a relevant field (e.g., Computer Science, Engineering) or equivalent work experience.
- Experience in technical customer support or a related role in the SaaS product company for 1-3 years
- Strong technical background with the ability to understand and troubleshoot complex technical issues.
- Excellent communication skills, both written and verbal, with the ability to convey technical concepts in a clear and understandable manner.
- Empathetic and customer-focused approach, always ensuring customer success is the top priority.
- Strong problem-solving and critical-thinking abilities.
Perks and Benefits
- Provident fund
- Health Insurance.
- Hell lot of stuff to innovate and learn at the same time
- Be part of a dynamic young and friendly team that strives for top quality
- A fantastic work culture
- Opportunities and guidance to learn new technologies, share knowledge and grow within the company and sector.
PostgreSQLABOUT 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
Job Description
- We are looking for the Product Support Engineer with strong expertise in Networking.
- Experience working in Enterprise SD-WAN/Wi-Fi environments, docker and Kubernetes will be a good to have skill.
- Candidate should have exposer in working with global clients.
- Our platform is a network and infrastructure management platform. It delivers the modern collection, visualization, and integration capabilities required to transform raw network performance data into actionable, real-time insights.
- Should work as a member of the Support Team who would be responsible for working collaboratively and individually to solve customer issues in a fast-paced, ever-changing, and complex environment.
You will be expected to:
- Provide accurate and efficient support to our customers with software and operating systems by researching and identifying applicable solutions.
- Provide timely and clear communication to customers.
- Reproduce issues in local test environments.
- Confirm and report defects to the development team once the applicable analysis has been completed with the customer.
- Develop and write technical documentation for product solutions knowledge base.
- Provide product feedback from customers to product management, development and account team.
- Act as an SME for the team on any networking/SDWAN/SDN/WIFI related issues, whenever in need.
- Look at network performance issues such as availability, latency, utilization and throughput that gets reported by the customer and explain or prove them the reasons.
- Troubleshooting network problems and ultimately enhancing performance for users via performance tuning.
- Analyze for root cause analysis of problems which includes for enhancements.
- Train / Coach the team members on several networking concepts based on what is used in our product.
- Support new and existing client software installations over the phone as well as via web-conferencing (desktop sharing) within established SLA's and SLO's.
- Responsible for addressing customer issues and seeking a resolution and overall customer satisfaction.
- Applying OS, DB, hardware, and product updates to customers.
Requirements:-
Key technical expertise areas expected for this role:
- Detailed understanding OSI layers and its protocols like IP, TCP, UDP.
- Routing and switching protocol expertise like OSPF BGP STP VLAN.
- Knowledge on Advanced automation in Networking like SDN.
- Knowledge on SDWAN and Enterprise Wifi technologies.
- Knowledge on IPv6.
- Detailed knowledge on SNMP.
- Excellent communication skills and strong desire to work with customers (namely network engineers, network managers and server administrators).
- Exhibit good logical and analytical problem-solving skills.
- Ability to adapt quickly to changing, growth-oriented environment.
- Able to communicate technical information clearly and precisely to customers of varying technical knowledge levels.
- Exhibit initiative with new technical challenges as well as new technologies.
Good to have skills:
- Proficient with Linux OS (file and process management)
- BASH Shell Scripting
- SQL queries (mainly select and joint syntax)
- Ansible, docker Kubernetes kafka
- Understanding of PKI (Public key infrastructure)
Education and Experience:
- Bachelors or Master’s in computers or related field.
- Minimum 3+ years of product support experience with international clients
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