Senior Product Support Engineer (L2)
Amagi
- Bangalore, Karnataka
- Permanent
- Full-time
- Debug, understand and reproduce the issue reported by the Customer
- Identify the standard operating process (SOP) to resolve the issue
- Coordinate with the reporter of the issue in getting relevant details that are needed for proper and quick resolution of the issue.
- Strictly follow the defined standard operating process.
- Give regular updates to the supervisor
- Keep the communication flowing with the customer during the lifetime of the reported issue.
- Escalate to relevant people if the issue is not resolved within a defined time frame.
- 3 - 5 years of experience in L2 technical Support preferably in Media-Tech space
- Good hands-on experience in Linux environment and basic commands
- Hands-on experience in AWS / GCP environment is mandatory
- Knowledge of video and audio is an added advantage
- Excellent written and verbal communication skills
- Excellent problem-solving skills
- Good aptitude and attitude
- Must be able to understand a reported issue and explain to other stakeholders
- Must be able to work in a complex, fast paced, highly dynamic and flexible environment, mostly team based and collaborative.
- Excellent customer service skills, with an advanced understanding of customer relationship building.