Application Support Engineer Job in Seclore Technology

Application Support Engineer

Seclore Technology 4+ weeks ago

Mumbai, Maharashtra
Not Disclosed
Full-time
Permanent

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Job Summary

Act as point-of-contact by providing technical support to Enterprise customers and partners of Seclore.
Handles real-time voice-calls and chats with technical queries and adheres to the SLAs
Handles email queries and responds in a timely-manner
Achieves understanding of Seclore products and gains expertise
Applies knowledge and experience along with analytical approach to diagnose and resolve issues in unique and complex customer environments
Attempts to provide resolutions on the first interaction with customers
Handles multiple cases at the same time with varying degrees of severity
Effectively communicates procedural and technical issues to internal and external customers/stakeholders
Manages schedule of cases, determines including priority level and negotiating and setting expectations with the customers
Assesses the need to engage or escalate to the required resources to handle complex issues/situations
Engages with internal teams to prioritize customer requests
Researches on array of topics like operating system & its fundamentals, Infrastructure technologies, and Seclore products as and when needed
Participates in the new product releases to ensure information and training requirements are met to start supporting the new release
Engages in ongoing trainings and function/organization development, along with self-learning Creates documentation and support knowledge base to reduce troubleshooting time and drive faster resolution
Works towards becoming an SME on a product area and go to guy for an underlying related technology
Works in a team with assorted expertise
Mentors and assist new technical support engineer and peers to develop skills
Comfortable working in shifts
Multitasks and works well in a fast-paced environment