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An L2 Technical Support Engineer with Python knowledge is responsible for handling escalated, more complex technical issues that the Level 1 (L1) support team cannot resolve. Your primary goal is to perform deep-dive analysis, troubleshooting, and problem resolution to minimize customer downtime and ensure system stability.

Python is a key skill, used for scripting, automation, debugging, and data analysis in this role.

Key Responsibilities

• Advanced Troubleshooting & Incident Management:
• Serve as the escalation point for complex technical issues (often involving software bugs, system integrations, backend services, and APIs) that L1 support cannot resolve.
• Diagnose, analyze, and resolve problems, often requiring in-depth log analysis, code review, and database querying.
• Own the technical resolution of incidents end-to-end, adhering strictly to established Service Level Agreements (SLAs).
• Participate in on-call rotation for critical (P1) incident support outside of regular business hours.
• Python-Specific Tasks:
• Develop and maintain Python scripts for automation of repetitive support tasks, system health checks, and data manipulation.
• Use Python for debugging and troubleshooting by analyzing application code, API responses, or data pipeline issues.
• Write ad-hoc scripts to extract, analyze, or modify data in databases for diagnostic or resolution purposes.
• Potentially apply basic-to-intermediate code fixes in Python applications in collaboration with development teams.
• Collaboration and Escalation:
• Collaborate closely with L3 Support, Software Engineers, DevOps, and Product Teams to report bugs, propose permanent fixes, and provide comprehensive investigation details.
• Escalate issues that require significant product changes or deeper engineering expertise to the L3 team, providing clear, detailed documentation of all steps taken.
• Documentation and Process Improvement:
• Conduct Root Cause Analysis (RCA) for major incidents, documenting the cause, resolution, and preventative actions.
• Create and maintain a Knowledge Base (KB), runbooks, and Standard Operating Procedures (SOPs) for recurring issues to empower L1 and enable customer self-service.
• Proactively identify technical deficiencies in processes and systems and recommend improvements to enhance service quality.
• Customer Communication:
• Maintain professional, clear, and timely communication with customers, explaining complex technical issues and resolutions in an understandable manner.
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Required Technical Skills

• Programming/Scripting:
• Strong proficiency in Python (for scripting, automation, debugging, and data manipulation).
• Experience with other scripting languages like Bash or Shell
• Databases:
• Proficiency in SQL for complex querying, debugging data flow issues, and data extraction.
• Application/Web Technologies:
• Understanding of API concepts (RESTful/SOAP) and experience troubleshooting them using tools like Postman or curl.
• Knowledge of application architectures (e.g., microservices, SOA) is a plus.
• Monitoring & Tools:
• Experience with support ticketing systems (e.g., JIRA, ServiceNow).
• Familiarity with log aggregation and monitoring tools (Kibana, Splunk, ELK Stack, Grafana)

Roles and Responsibilities

 Video conferencing device and application -Cisco, HP poly, Logitech,Crestron, Extron, Microsoft team, Zoom, Cisco Webex, and Google Meet device installation and configuration

 Audio device and application- Biamp, QSC, Bose, Yamaha, Extron, Harman, BSS, Shure, Kramer, and Xilica device installation, configuration, and basic programming.

 Video Switching device and application - Crestron, Extron, Kramer, Lightware, installation, and basic configuration.

 Video End Display-Projector, video wall, and Active LED-Samsung, LG, Sharp NEC, Panasonic, Barco, Epson, and Sony.

 Audiovisual over IP- Crestron, Extron, Kramer, Lightware, and ZeeVee

 Dante/AES67 Audio over IP technology.

 Control and graphics user interface Software -Crestron, Extron, Kramer,

 Troubleshooting & Debugging: On-site and remote troubleshooting of control system code, networking issues, and hardware conflicts to ensure flawless system performance.

 Documentation: Create and maintain clear, detailed programming notes, code comments, and system documentation for post-installation support and future upgrades.

 Collaboration: Work closely with project managers, design engineers, and installation teams to ensure programming requirements are understood and met throughout the project lifecycle.

 For Senior Programmers: Lead programming efforts on large-scale projects, mentor junior programmers, and contribute to pre-sales engineering and system design discussions.

 Basic Knowledge of Computer Networking and IP address.

Qualifications, Role Specific Knowledge, and Experience

 Experience: 5-10 years of hands-on experience in AV control system programming for enterprise-level projects for MNC customers like Microsoft and Google.

 Education: 3-year Diploma or bachelor’s degree (BSc/BE/B.Tech) in Electronics, Electronics & Telecommunication, Computer Science, or a related field.

 Certifications: Industry certifications such as Crestron Certified Programmer (CCP), Extron Certified Programmer (ECP), Biamp Tesira, Q-SYS, and Dante (Level 2/3)

 Fluent in English & Hindi.

 Willingness to put extra hours when required.

 Be willing to travel across India on short notice to for project requirements (15-20%)

Requirements:

• Strong C/C++ programming and debugging skills in a Linux environment.
• Experience with Design Patterns, ACE Framework, and Socket Programming.
• Experience in Multi-threaded software development for Multicore Architectures.
• Experience in VOIP application development, preferably on client/server platforms.
• Understanding of system performance and scaling.
• Experience in embedded software development.
• Excellent problem solving/debugging skills design, develop, troubleshoot and debug.
• Software programs for databases, applications, tools, networks etc.

Responsibilities include:

• Create, manage and shape branded content on social media

• Own engagement and social audience growth metrics

You should be:

• A creative content and copy writer

• Super active on social media

• A storyteller with strong oral and written communication skills

• Be highly-organised and autonomous

Preferred skills:

• Graphics Design (Primarily Social Media Content)

• Research based writing (In-depth blogs, ebooks)

• Experience with social media management

1. To ANALYZE Business Requirements end-to-end & Documenting Requirements
2. Write Good User Stories (Preferably using INVEST techniques)
3. Specify acceptance criteria for features and user stories to ensure delivery of requirements that meet or exceed the business needs 
4. Create wireframe prototypes, Mockups and documenting them using Visio or similar tools
5. Document requirements by creating use cases, functional and requirement specifications documents
6. Collaborate with internal teams to ensure proper documentation of the product capabilities
7. Own the Product backlog, elaborating and prioritizing user stories to be included in the backlog 
8. Presenting the product capabilities, gathering requirements and identifying gaps 
9. Interface with clients and partners to understand business environments, current and future requirements; participate as a solutions expert
10. Roadmap prioritization, conceptualize new product features, and assist with competitive positioning

• Review requirements, specifications, and technical design documents, and provide meaningful feedback
• Create detailed, comprehensive, and well-structured test plans and test cases
• Set up test environments
• Perform software testing to see if the software meets all the requirements
• Identify, document, and track issues found using appropriate tools
• Perform regression testing
• Help troubleshoot issues reported by customers
• Stay up to date with the latest testing tools and methodologies

Qualifications

• 1-3 Years work experience in QA
• Hands-on experience QA-ing web applications
• Familiarity with browser DevTools and ADB
• Familiarity with API testing tools like Postman, JMeter, etc
• Experience with Agile frameworks and QA methodologies
• Experience using bug tracking tools like JIRA, Bugzilla, etc

Nice to have

• Experience working with LMSs
• Knowledge of basic SQL queries
• Experience using automated testing tools
• Familiarity with programming languages like Python or Ruby
• Sense of humor