Engineer - Software Support

Key Responsibilities:

• Handle and resolve Level 3 technical issues passed on by L2 teams as per defined SOPs.
• Ensure timely action and adherence to SLAs, prioritizing issues based on severity and impact.
• Resolve maximum cases independently without L4/R&D escalation.
• Follow ticketing SOPs, ensuring tickets are generated with all technical details and logs.
• Escalate issues based on the defined internal escalation matrix and resolution timelines.
• Maintain and update site-specific and product-related technical documentation in coordination with R&D.
• Support Client Service Managers (CSMs) in building and mentoring a technically strong support team.
• Create and monitor software and hardware reliability metrics for installations.
• Develop frameworks to predict potential failures and take preventive actions.