Senior Support Engineer

How will you make an impact

• Diagnose and resolve issues related to Playvox Nice cloud applications.
• Proactively identify and escalate unresolved issues to the appropriate teams to maintain system stability.
• Provide timely and accurate technical assistance through a ticketing system.
• Ensure customer satisfaction by maintaining high-quality responses and efficient resolution times.
• Maintain quality and on-going internal and external communication throughout your analysis.
• Prioritize daily tasks and manage critical issues and situations.
• Contribute to the Knowledge Base, document troubleshooting and problem resolution steps
• Initiate and performing changes on production systems and proactively escalate any issues that cannot be resolved within the established timeframes.
• Assist customer support (Tier 2 teams) with troubleshooting product issues/questions.

Have you got what it takes

• Should have 4-7 years of experience in working with Application Production Support, preferably on SaaS hosted applications on AWS, Azure, or Google Cloud.
• Working knowledge of administrating UNIX, Linux or Windows servers.
• Should have working knowledge of DB, MongoDB/MSSQL.
• Familiarity with CRM platforms like Salesforce, Zendesk, Freshworks, Kustomer,.
• Good to have knowledge of SAML or other identity providers, SSO tools like Okta, One Login, etc.
• Good to know platform tools such as Postman to replicate, test, and debug API requests.
• Experience of supporting Web based applications
• In-depth, hands-on knowledge of and experience with enterprise and desktop applications.
• At least 4+ years of technical experience within the industry and/or proven customer support experience Globally, preferably within contact center applications
• At least basic knowledge on Wireshark, Microsoft Office
• Telephony background would be an extra perk to have.
• Good IT skills in troubleshooting and ownership from begin to end.