Senior Engineer - Software Support

Key Responsibilities:

Technical Support & Issue Resolution:

• Handle and resolve Level 3 technical issues escalated from L2.
• Follow ticketing SOPs, escalation matrices, and adhere to SLAs.
• Maximize issue resolution without involving L4/R&D teams.

Documentation & Knowledge Management:

• Capture site-specific technical documentation and updates on new product lines/features.
• Share relevant technical information with Client Service teams.

Monitoring & Reliability:

• Create and monitor software/hardware component reliability metrics for installations.
• Develop frameworks to predict potential failures and implement preventive measures.

Collaboration & Team Support:

• Assist Client Service Managers in training and developing capable support teams.
• Communicate effectively with internal R&D and external stakeholders.