Provide remote problem determination and resolution for routine, product-specific, task-
oriented questions regarding installation and product usage.
• Taking ownership of customer issues reported and seeing problems through to resolution
• Research, Diagnose, troubleshoot and identify solutions to product issues
• Ask customers targeted questions to quickly understand the root of the problem
• Talk clients through a series of actions, either via phone, email until theyve solved a
technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Prioritize and manage several open issues at one time
• Document technical knowledge in the form of notes, blogs, articles and manuals

Requirements :
• Proven work experience as a Technical Support Engineer in the past can help
• Hands-on experience with Windows/Linux
• Ability to diagnose and troubleshoot basic technical issues
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
• Technical knowledge in the following areas is required
• Database knowledge. Hands-on experience on
Oracle/DB2/Teradata/Netezza/Hadoop will be the value addition
• Basics of networking
• Understanding of client/server technology
• Unix (RHEL OR AIX)
• Understanding of WebLogic or WebSphere or Apache Tomcat
• Cloud technologies like Amazon EKS/Google Cloud/ Microsoft Azure etc.