10+ Tech Support Jobs in Pune | Tech Support Job openings in Pune

Position Overview:

As a Senior Support Engineer specializing for Storage and Network monitoring in an AI enabled Data center as well as Cloud, you will play a critical role in interacting with Customer on routine basis to support the product. Your expertise in debugging and solving complex problems is essential to address the complex product issues when pitched in real world. With a methodical approach on problem solving and being Customer’s advocate in the organization is crucial for success of the position

Work Location: Pune

Job Type: Hybrid

Key Responsibilities:

- Monitor for, triage, and resolve live issues in mission critical enterprise environments.

-Active Customer engagements: Work daily with customers in a proactive manner providing full lifecycle support and implementing solutions to maximize value to the customer.

-Debug issues and propose solutions: Understand the domain, product, key customer use-cases, and success-criteria, work towards these by implementing solutions the current issues and in time propose new solutions.

-Agile Development: Collaborate within an agile development environment to deliver on aggressive schedules, maintaining a high standard of quality in communications, documentation and tracking various issues.

-Feature Ownership: Take ownership of features, customers ask from inception to delivery, working with Product Management, Engineering stakeholders, Ensuring product meets the customers’ requirements and align with the overall product vision.

-Problem Solving and Optimization: Tackle complex technical challenges related to data processing, storage, and real-time monitoring, and optimize backend systems for high throughput and low latency.

-Implement Best Practices & focus on automation: In cross geo, multi-product support org, propose and implement Support centric best practices on collaboration, documentation, tracking and measuring success, and automate the repetitive tasks to ensure efficiency.

-Collaboration and Communication: Work closely with cross-functional teams, including UI/UX designers, product managers, and QA engineers, to ensure smooth integration and alignment with product goals.

-Documentation: Create and maintain technical documentation, including system architecture, design decisions, and API documentation, to facilitate knowledge sharing and onboarding.

Qualifications:

- Bachelor's or Master's degree in Computer Science, Software Engineering, or a related field.

- Strong domain knowledge in Networking and/or Storage Networking technologies and practices.

- 5+ years of practical experience in networking domain (an additional storage networking experience is a plus), with a focus on supporting enterprise customers.

-Strong Linux system administration skills with focus on Full-Stack troubleshooting, LAMP style hosted applications, shell scripting and performance tuning.

-Experience with Windows administration including but not limited to AD, Group Policy administration, performance monitoring, and performance tuning

- Broad experience with monitoring fundamentals and familiarity with data collection methods for key infrastructure technologies from AJAX to Xenserver

- Proven experience in troubleshooting and debugging enterprise products deployed in AWS, Cloud, and Kubernetes environments.

- Strong communication and interpersonal skills with the ability to interact effectively with customers and internal teams across geographies and time zones.

-Excellent problem-solving abilities, with a keen attention to detail and a systematic approach to issue resolution

- Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and deadlines effectively.

-Customer-centric mindset, with a passion for delivering exceptional technical support and ensuring customer satisfaction.

Why Join Us:

- Opportunity to be a key contributor in the development of a leading performance monitoring company specializing in AI-powered Storage and Network monitoring.

- Collaborative and innovative work environment.

- Competitive salary and benefits package.

- Professional growth and development opportunities.

- Chance to work on cutting-edge technology and products that make a real impact.

If you are a hands-on technologist with a proven track record of designing and delivering high-quality features on aggressive schedules and possess strong expertise in microservices-based streaming architectures, we invite you to apply and help us redefine the future of performance monitoring.

Position: IT Manager 

Location: Pune 

Experience Required: : 4–6 Years.

Qualification: Graduate 

 Escalating IT issues to the IT manager where necessary

 Responsible for managing backups / tape rotation

 Diagnosing and resolving technical issues

 Undertaking small- to medium-sized IT projects as instructed by the IT manager /Authorities

 Providing desktop and server support

 Supporting and maintaining MS Server Active directory /Desktops and Postmaster

 Setting up and configuring new laptops and desktops

 Installing authorized software to laptops and desktops ( range lab,Rista, Tally server & client ,AV)

 Ensuring security and upgrades are applied to desktops and laptops and kept up to date

 Antivirus installation to all desktops and laptops

 Fault finding to laptops and desktops

 Reporting faults and maintaining logs on servers, desktops and laptops

 Completing internal user moves including phones

 Patching of network and phones

 Making of Cat 6 e network cables were necessary

 Ensuring all logs for equipment and users are maintained

 Setting up and configuring new core servers

 Installing authorized software to core servers

 Ensuring patches and upgrades are applied to core servers

 Fault finding to core servers

 Creating purchase requisitions for IT hardware / software

 Ensuring licensing for all software purchased is recorded and maintained

 Postmaster server mailbox maintenance including archiving mailboxes

 Setting up new users and disabling expired accounts in accordance with HR requirements

 Providing support for MAC PCs 

Key Responsibilities:

• Generate qualified leads in Mumbai and Bangalore.
• Build and maintain strong client relationships.
• Prepare and deliver product demos, proposals, and technical presentations.
• Coordinate with pre-sales/engineering teams for customized solutions.
• Follow up on proposals using CRM and convert to deals.
• Attend industry events, conferences, and site visits.
• Keep track of market trends, competitors, and pricing strategies.

• 4-15 year experience in Application Support
• Must have good knowledge in Java/J2EE, Microservices, PL/SQL, Unix
• Good to have knowledge in Agile, JIRA, Splunk, Service Now
• Good understanding and hands-on experience in Incident, Problem and Change Management
• Provide technical leadership to the team & contribute in the skill development within team
  Interact with internal teams and client stakeholders to trouble shoot the tickets/incident and manage other support activities
• Good communications skills are necessary, must be team player and inquisitive.
• Strong customer service and support focus with a desire to deliver a high-quality service
• Ability to multi-task, work under pressure and to tight deadlines
• Flexible in working outside of office business hours at short notice (as required)
• Should be able to examine the system and identify the areas for Service Improvements & Value adds.

Role & Responsibilities

• The successful candidate will be experienced in leading and developing a support team within a product support environment
• This position will oversee the teams active case workload and provide guidance where required with a focus on a high-quality world-class customer experience.
• Oversees top tier customer critical account technical support situations to insure all elements of technical support are progressing to issue resolution. Initiates and facilitates the discussion with customer and respective resolution stakeholders during critical issues. Ensures timely, professional and effective communication with the customer and internal groups from both the technical and management perspectives
• Assists with the maintenance of and compliance with department policies and procedures
• Identifies team and individual training needs and assist in driving the delivery of these training initiatives
• Mentors and coaches Technical Support Engineers, soft skills, case management, technical skills, etc.
• Participates and leads hiring to get the best available talent

Qualification (Knowledge & Skills)

• 6-8 years of Experience in Production Support. Preferably in the BFSI domain.
• Experience of leading L1 & L2 support resources
• Demonstrated ability to develop strong relationships with multiple levels of customer with the ability to obtain a working knowledge in support of their business objectives in relation to the delivery of secure applications and data
• Prior experience working for a global IT vendor in a similar role
• Ability to facilitate and manage cross-team collaboration to solve customer issues working with teams in person and virtually
• Experience serving as a customer advocate able to understand and articulate the needs of the client and deliver on those needs
• Ability to keep calm and cool during critical situations and skilled in handling high profile situations with ease
• Must be motivated by challenges, results driven, and able to recommend multiple solutions for a problem
• Strong negotiation and difficult conversation skills for leading critical discussions and setting customer expectations
• Experience creating concise reports for customers, following customer situations/incidents (Incident reports and RCA)
• Proven ability to prioritize workload
• Ability to share constructive feedback; be able to adapt to and embrace change

Requirements

• Three years bachelor regular degree
• Must have a minimum of 6 years of experience in a technical support environment with 1 - 2 years of people management experience
• Understanding of SLA definitions and tracking.
• Understanding of Support metrics
• Excellent in Customer communication and has a natural flavour for Customer Service
• Good people management skills.
• Good understanding of computer systems, mobile devices, and other tech products
• Hands on experience on On-premise & Cloud deployments
• RHEL/CentOS and Debian/Ubuntu
• NodeJS (PM2 is a plus)
• MongoDB and Oracle , RabbitMQ
• Strong understanding of Networking and TCP/UDP protocols
• AWS (Covers S3)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Ability to diagnose and troubleshoot basic technical issues
• Bachelor’s degree in Information Technology, Computer Science or relevant field
• Startup experience is a plus

Job Brief

Role and Responsibilities:

• Provide technical assistance to the customers by performing the following duties:
• Take control of and resolve complex technical and escalated customer problems
• Should have excellent communication & troubleshooting skills.
• Document and simulate complex customer issues to find solutions and fixes to customer inquiries and problems and dispatch additional service as necessary.
• Identify and provide inputs to Product and Engineering teams on unique and/or recurring customer problems.
• Ability to Collaborate, work alongside, and build mutually beneficial relationships with cross-functional teams (Customer Happiness, Customer Success, Sales, Product, Engineering).
• Perform routine maintenance of internal services as and when required.
• Ability to analyze, research, and solve technical and unique problems.
• Good in computer science fundamentals.
• Creative, independent, self-motivated, and willing to learn new technologies.
• Prepare accurate and timely reports.

Skill and Requirements:

• Good understanding of QA methodologies and processes.
• Good command of Linux CLI tools - including system administration, data analysis and munging.
• Excellent command and understanding of databases like RDBMS, Mongo, and key-value stores like Redis.
• Proficiency in at least one scripting language python, node, etc.
• Have prior experience in testing back-end systems that involve interaction with multiple restful services.
• Must be able to think proactively; excellent follow-through and attention to detail.
• Knowledge of distributed applications/service-oriented applications is a plus.

Good to have:

• Knowledge of Kibana/ElasticSearch
• Knowledge of Error Monitoring Tools like Sentry, StackDriver, etc.
• Knowledge of APM tools like New Relic, App Dynamics, Ruxit, etc.
• Knowledge of support tools like FreshDesk, Jira Helpdesk or Zendesk.

Required Experience and qualifications:

• Should have an engineering / BSc / equivalent degree with 1 - 2 years of relevant work experience.
• Ability to work independently and efficiently to meet deadlines and SLAs.
• Ability to promptly answer & support-related tickets, chats, emails and phone calls.