Engineer - Software Support

Key Responsibilities:

• Handle and resolve technical issues escalated from L2 support efficiently.
• Ensure timely and effective action based on ticket priority and severity.
• Maximize issue resolution without involving L4/R&D wherever possible.
• Adhere to SLAs for all reported issues.
• Follow ticketing SOPs and generate tickets with complete technical details for R&D.
• Follow internal escalation matrices based on severity and resolution timelines.
• Maintain accurate documentation for site-specific technical details and new product lines/features.
• Support CSMs in developing a technically competent support team.
• Create and monitor software and hardware component-wise reliability metrics for installations.
• Develop frameworks to predict potential failures and implement preventive measures.