Application Support Engineer Jobs in Mumbai - Workplace Fabric India Pvt Ltd

Job Description

This job description sets out the scope of the role Lead Technical Support Engineer at Workplace Fabric, together with the main duties of the post at the date when it was completed. It does not include or define all tasks which the post holder may be expected to carry out. Duties may vary from time to time without changing the nature of the post or the level of responsibility. The post holder may also be required to carry out any other duties as required by their line manager.

The Company

Workplace Fabric develops solutions that makes workplaces intelligent. Our solutions help increase productivity of office workers while helping to lower the cost of real estate. Our Flagship product Freespace is installed in over 40 cities around the world and serves over 30000 people every day. Starting with the first deployment in March 2016 we have rapidly grown with our solution being rolled out globally while continuing to stay cash positive. With successes at several blue-chip clients Workplace Fabric has carved a unique leadership position in workplace management and employee engagement SaaS solutions.

Reporting to

VP of Engineering Operation

Main Responsibilities

To provide level 2 & 3 technical support to internal customer support teams. To continually innovate in order to ensure the department is offering the best level of service in terms of services and equipment.

Lead Technical Support Engineer serves primarily to address technical issues relating to connectivity of software functionality.

• To carry out route cause analysis, review large amounts of data, identify issues and present a resolution which is clear and concise.
• To have a technical thinking mind, comfortable with brain storming, sharing ideas and problem solving
• To present findings and ability to explain the issue in logical manner which enables customer support team to understand the issue and articulate to the client
• Using your experience and knowledge, present a business case to make improvements in order to prevent repetition of issues, working closely with development team members
• To attend client calls, present and explain and document findings.
• To provide training and guidance to customer support team, conduct training sessions and mentor the team and bring them to the next level.
  

This is level 2 and level 3 support engineer position so technical knowledge is required for this job. He/She should be able to understand the existing code with good expertise in debugging. This position demands regular communication with onsite teams so he/she should be good in communication and prompt response.

Key Skills And Experience

• 4 to 8 years of experience on technical support role
• Excellent hardware & software troubleshooting experience.
• Troubleshoots network problems to excellent understanding of design integration and optimisation of connectivity to disparate remote devices for management, control and audit purposes combined with an excellent network troubleshooting experience.
• Expert in writing complex database queries with good understanding of database architecture.
• Expert in report automation to provide best service to client and level 1 support team.
• Experience of customer orientated environment
• Ability to liaise with customer support team in an empathic and technically effective manner
• Excellent communication skills with the ability to provide advice to non-technically aware customer support person
• Ability to work well within a team as well as on own
• Lead by example
  

Key Behaviours

• Bright, motivated and driven, with a thirst for digital knowledge.
• Business focused
• Customer focused
• Enjoy knowledge sharing and networking.
• Enthusiastic, analytical, creative, innovative and confident.
• Reliable, flexible and cooperative.