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Engineer - Software Support

GreyOrange
Fresher
Gurugram, Gurugram, India
Early Applicant
  • Posted a month ago
  • Be among the first 20 applicants

Job Description

Key Responsibilities

  • Handle and resolve technical issues escalated by the L2 support team.
  • Ensure timely and effective resolution of tickets based on defined workflows, priority, and severity.
  • Maximize issue resolution independently, minimizing dependency on L4/R&D teams.
  • Adhere to committed SLAs for all reported issues.
  • Follow ticketing SOPs and ensure complete technical details are captured before escalating issues to R&D.
  • Comply with the internal escalation matrix based on issue severity and resolution timelines.
  • Maintain and share accurate site-specific technical documentation, including updates on new product lines and features from R&D, with the Client Service team.
  • Support Client Success Managers (CSMs) in building a technically competent team of Assistant Client Service Managers and Service Engineers.
  • Create, track, and analyze software and hardware component reliability metrics for all installations.
  • Develop predictive frameworks to identify potential failures and implement preventive measures proactively.

Required Skills & Qualifications

  • B.Tech degree in Computer Science, Information Technology, Electronics, or a related field.
  • Minimum 6 months of experience in a 24x7 Software Support role.
  • Hands-on experience with Linux/Unix environments.
  • Strong knowledge of SQL.
  • Experience or strong understanding of scripting using Python and/or Shell scripting.
  • Excellent verbal and written communication skills.
  • Strong analytical, troubleshooting, and problem-solving abilities.
  • Willingness to work in rotational shifts.

Preferred Qualifications (Good To Have)

  • Willingness to travel internationally as required.
  • Valid B1/B2 Visa is an added advantage.

More Info

Job Type:
Permanent Job
Industry:
Other
Function:
Software Support
Employment Type:
Full time

About Company

Job ID: 149195383

Last Updated: 15-06-2026 05:52:25 PM
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