Senior Engineer - Software Support

GreyOrange seeks a talented and motivated TSE to support external customers for warehouse automation industry products. He will provide level 3 support for allocated product lines per decided SOPs.

You are also responsible for sharing knowledge within the client service team and relevant feedback with R&D.

Responsibilities:

• Responsible for efficiently handling and resolving technical issues passed on by L2.
• Ensure timely and effective action as per decided workflow basis priority and severity for each ticket.
• Should ensure maximum issues are resolved without L4/R&D involvement.
• Should ensure adherence to committed SLAs for each reported issue.
• Should follow ticketing SOPs and ensure tickets are generated for R&D with all relevant technical details captured for every issue.
• Should follow internal escalation matrix based on severity and resolution time.
• Should ensure all relevant site-specific technical documentation and documentation regarding new product lines and/or features are accurately captured from R&D and shared with the Client Service team.
• Should support CSMs in developing an eminently capable and technically competent team of assistant client service managers and service engineers.
• Responsible for creating and monitoring software and hardware component-wise reliability metrics for each installation.
• Should develop a framework to predict potential/future failures and ensure requisite preventive measures are taken

Required :

• Engineering graduate with at least 3 years of experience in a 24*7 Software Support role.
• Experience with Linux/Unix
• Experience with SQL
• Experience with scripting - Python/Shell.
• Must have strong communication skills.