Key Responsibilities:

Handle and resolve technical issues escalated from L2 teams efficiently and effectively.
Ensure timely action on tickets based on defined workflows, priorities, and severity levels.
Strive to resolve the majority of issues without requiring L4/R&D involvement.
Adhere to established SLAs and ensure timely resolution of all reported incidents.
Follow ticketing SOPs, ensuring all tickets raised for R&D include complete and accurate technical details.
Escalate issues internally as per the defined escalation matrix based on severity and resolution time.
Maintain and share updated technical documentation, including site-specific details, new product lines, and feature-related updates received from R&D.
Support Client Service Managers (CSMs) in developing a technically proficient team of assistant client service managers and service engineers.
Create and monitor software and hardware reliability metrics for each installation.
Develop frameworks to predict potential system failures and implement preventive measures.
Collaborate cross-functionally with internal stakeholders to ensure smooth issue resolution and knowledge sharing.

Education, Experience and Skills:

Bachelor's degree in Engineering or a related technical discipline.
Fresher or up to 6 months of experience in a 24x7 software support or technical operations role.
Hands-on experience with Linux/Unix environments.
Strong understanding of SQL for database queries and analysis.
Experience or solid knowledge of scripting languages such as Python and Shell.
Excellent verbal and written communication skills.
Willingness to work in rotational shifts to support 24x7 operations.
Strong analytical and reasoning abilities with a proactive approach to problem-solving.

Personal Attributes:

Customer Focus: Dedicated to resolving issues efficiently and ensuring customer satisfaction.
Accountability: Takes ownership of assigned tickets and drives them to closure.
Analytical Thinking: Ability to identify patterns, predict failures, and propose preventive solutions.
Collaboration: Works effectively with cross-functional teams, including R&D and Client Service.
Adaptability: Comfortable in a fast-paced, dynamic, and 24x7 working environment.

Engineer - Software Support