Senior Engineer - Software Support

Key Responsibilities:

Technical Issue Resolution:

• Handle and resolve technical issues passed on by L2 support efficiently.
• Ensure timely and effective action according to ticket priority and severity.
• Maximize resolution without involving L4/R&D.
• Adhere to committed SLAs for each reported issue.
• Follow ticketing SOPs and ensure detailed tickets are generated for R&D with all relevant technical information.

Documentation & Knowledge Sharing:

• Maintain site-specific technical documentation and updates for new product lines or features.
• Share technical knowledge and updates with the Client Service team.
• Support CSMs in developing a technically competent team of assistant client service managers and service engineers.

Reliability & Preventive Measures:

• Create and monitor software and hardware component-wise reliability metrics for each installation.
• Develop frameworks to predict potential/future failures and ensure preventive measures are implemented.