Infinite Blue is the leading platform for enterprise resilience, business continuity, and disaster recovery planning and response. We are in search of a Senior Support Engineer.
A Senior Support Engineer is a member of the Infinite Blue Customer Success team who is responsible for 3rd-tier technical support for customer-related platform issues. We are relentless in our pursuit of customer happiness and satisfaction. This role is highly focused on complex troubleshooting and management of escalated and critical issues; resolving them in a timely, accurate, and quality manner.
This position requires some weekend and off-hours availability for on-call rotation and is located in Hyderabad.
Responsibilities
- Participates in daily ticket triage and ensures SLAs are met.
- Documents resolutions and maintains a support knowledge base, looking for opportunities to enable customer self-service.
- Investigating any apparent technical discrepancies/deficiencies within the product line, often based upon verbal description and/or remote investigation, understanding the technical issues present.
- Diagnosing and troubleshooting the problem remotely, which frequently will require re-creating a virtual version of the system environment used by the customer.
- Performing testing and analysis to evaluate the solution for the discrepancy/deficiency.
- Responding to questions from customers on system automation, configuration management, and continuous delivery software, et al, including such software’s configuration, use, and functionality, and leading resolution of technical issues.
- Engages and collaborates with other employees and with customers in gaining resolution to critical, complex issues in system design/execution.
- Participates in the distribution of support tasks among the members of the System Support Engineering staff.
- Part of an on-call rotation with the rest of the support team in different geographic location.
- Takes proactive ownership in identifying and recommending product improvements based on key data points.
- Drives a great customer experience with each support incident, contributing to customer satisfaction and loyalty and amplifying the value of products and services.
Requirements
- 5+ years experience in a similar role
- QA experience is a plus
- Low-code platform experience a plus
- English proficiency – All tickets are to be submitted in and responded to in English.
- Experience with knowledge-centered support or any help desk certifications are a plus
- Previous experience working in technical support or in an administrative, consulting or development capacity on an enterprise client or server product.
- Passion for learning, collaborating with others and being an all-around customer advocate. A love for debugging complex technical issues at every level of a modern application stack.
- Strong written and verbal communication skills
Skills
- Experience with automation tools such as Ansible/Puppet.
- Experience with Cloud Deployment of AWS, Azure.
- Experience with JavaScript, Ruby, Perl, or Python programming.
- Experience with Database (e.g. MySQL, MS SQL Server, Postgre etc.)
- Experience with version control
- Experience with TCP/IP networking and web services.
- Experience in High availability design and troubleshooting a plus.
