Senior Technical Support Engineer at GLOBAL SOFTWARE LLC D/B/A INSIGHTSOFTWARE.COM

Hyderabad, Telangana, India -

Full Time

Start Date

Immediate

Expiry Date

03 Mar, 26

Salary

0.0

Posted On

03 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, SQL, PL/SQL, Oracle ERP, Application Performance, Troubleshooting, Root Cause Analysis, Documentation, Customer Service, Mentoring, Web Technologies, Networking Concepts, SaaS, Cloud Environment, Analytical Skills, Problem Solving

Industry

Software Development

Description

Job Description Responsibilities Manage large amounts of incoming emails regarding software support Interact with customers, partners, and internal teams to provide advice and assistance and achieve customer satisfaction Logically deduce root cause and find workarounds and solutions to issues Identify, analyze, and document product bugs and fixes relating to the Product functionality, databases, application servers, and new technologies for product management and engineering teams Complete or assist with customer product installs as needed Meet personal Productivity, Efficiency, and Quality metrics Prioritize and resolve issues of the highest technical and business severity Handle customer complaints and provide appropriate solutions and alternatives within time limits; follow up to ensure resolution including identifying workarounds and communicating those to customers Keep accurate records of customer interactions by documenting them in Salesforce Communicate with Product Management and Development Teams in JIRA Qualifications/ Requirements: Technical Requirements: Provide technical support for enterprise software products, including troubleshooting complex issues. Diagnose and resolve issues related to application performance, integrations, database connectivity, authentication systems, and deployment configurations Perform root cause analysis on critical production issues and document findings comprehensively Reproduce customer issues in controlled environments and create detailed bug reports for development teams Ensure that service levels are met for each assigned incident. Conduct remote troubleshooting sessions and guide customers through resolution steps Provide proactive updates on case status and maintain SLA Create and maintain technical documentation, knowledge base articles, and troubleshooting guides Mentor and train junior support engineers, sharing best practices and technical expertise Qualifications Should be a minimum Graduate 6+ years of experience in a customer-facing environment Experience with Oracle ERP systems Strong SQL and PL\SQL knowledge including query optimization and troubleshooting the code. Understanding on .NET Framework, ASP.NET applications Experience with enterprise reporting analytics tools (like PowerBI, OBIEE) and Replication service. Understanding of authentication protocols and identity management (Azure AD, SAML) Familiarity with web technologies REST APIs and web services Knowledge on networking concepts, SSL/TLS protocols Ability to read and understand application logs, error messages, and stack traces Understanding of Oracle E-Business systems, OCA, OAC, Oracle database. Knowledge on SaaS/Cloud environment Soft Skills Excellent written and verbal communication skills Strong analytical and problem-solving abilities Customer-focused mindset with commitment to delivering exceptional service Ability to manage multiple priorities and work effectively under pressure Provide structured feedback from customer interactions to inform product development Self-motivated with ability to work independently and as part of a team Strong organizational skills and ability to document processes thoroughly Flexibility to work across different time zones when needed for customer support Additional Information All your information will be kept confidential according to EEO guidelines. ** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. ** insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com) Background checks are required for employment with insightsoftware, where permitted by country, state/province. At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

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Responsibilities

The Senior Technical Support Engineer will manage incoming emails regarding software support and interact with customers to achieve satisfaction. They will identify and document product bugs, assist with product installations, and ensure resolution of customer complaints.