Job Description

At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. We hire innovators with passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com .

Overview of Job Function:

The Product Support Engineer role analyzes and evaluates technical problems and/or functionality questions within the software based on the application, data source or integration with external applications. The role determines the best course of action to resolve the problem or inquiry.

We are looking for Technical Support for Tier 2 Infra Support team who provided end to end troubleshooting of product issues. Provide consulting and Knowledge transfer to Tier 1 as well as field engineers.

Responsibilities

Principal Duties and Essential Responsibilities:

Tier 2 support of Infra related issues
Excellent verbal and written English communication Skills
Good customer management skills and analytical skills.
End to end ownership of all product related issues
Customer handling (Internal and External)
Open to work in 24x7 environment.
Knowledge transfer to peers
Handle case escalations
Administration and maintenance of Enterprise level Application will be an added advantage
Experience in log analysis, preferably with enterprise level application servers
Strong communication skills written and verbal experience in documenting customer issues with ability to tailor the explanation of technical concepts to the audience, may be required to author technical articles to document found solutions
Knowledge on Web Servers (IIS, Web logic, Apache Tomcat) would be plus
Good knowledge of Windows operating System (Active Directory, DNS, DHCP) would be plus
Be required to participate in on-call rotations

Qualifications

Minimum Requirements:

At least 3-5 years experience of providing technical post-sales support service to clients, preferably gained from within the contact center environment
Expertise in any of two areas mentioned below along with very good communication and customer handling skills.

Network (Wireshark/Cisco/Avaya).
SQL
Security (SSL/certificate)
Installation & configuration (experience installing product X, troubleshooting installation issues).
Supporting complex product/ experience with supporting enterprise product.
System engineer/product support/network engineer
Troubleshooting webserver issues (IIS,Weblogic,Tomcat,Apache)

Administration and maintenance of Enterprise level Application will be an added advantage
Experience in log analysis, preferably with enterprise level application servers
Strong communication skills written and verbal experience in documenting customer issues with ability to tailor the explanation of technical concepts to the audience, may be required to author technical articles to document found solutions
Knowledge on Web Servers (IIS, Web logic, Apache Tomcat) would be plus
Good knowledge of Windows operating System (Active Directory, DNS, DHCP) would be plus
Be required to participate in on-call rotations

About Us

At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations discover opportunities previously only scarcely imagined by connecting work, data, and experiences enterprise wide. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com.

About The Team

Verint Systems Inc. is an equal opportunity employer and is committed to maintaining a workplace free from discrimination, retaliation, and sexual and any other form of harassment. Verint has a zero-tolerance policy against any form of discrimination, retaliation, or harassment including sexual harassment or any other form of harassment based on race, color, religion, sex, age, national origin, genetic information, disability, veteran status, and any other classification or characteristic protected by applicable federal, state or local laws. Verint operates in accordance with all anti-discrimination laws and affords equal opportunities to employees and applicants without regard to any characteristic or protected class in our hiring, promotion and termination practices.

Engineer - Product Support - Infra