Senior Engineer, Product Support (AEM Role) IRC214430
GlobalLogic
- Gurgaon, Haryana
- Permanent
- Full-time
Web and/or ECMS technologies space
- Strong knowledge of Web technologies especially JAVA/J2EE (e.g. coding, garbage collection
(CMS), website architecture
- Proficiency in HTML, DHTML, CSS, XML, AJAX, JQuery, Apache & IIS
- Working knowledge of different OS including WIN, UNIX, LINUX, Solaris
- Experience and ability to conceptually understand the implications and propose architectures
development as well as understanding the impact of caching and other performance-related
measures
- Support all kinds of product-related issues e.g. architecture, infrastructure, functionality,
- Analyzing critical issues for providing RCA and taking corrective measures to avoid recurrence
- Recognizing areas that require patching and upgradation for fixing vulnerabilities
- Excellent oral and written communication skills; the ability to articulate technical solutions
- Effective dialogue building skills; listening, good Q&A skills
- Drive measurably high levels of customer satisfaction that lead to customer loyalty and
- Provide customer support via telephone and portal
- Acts as a customer advocate ensuring all customers’ voices are heard
- Liaise with engineering/product management to ensure customers’ desires for future product
- Address customer concerns and questions, large and small, in an effective and timely manner
- Understand the real-world impact that issues and defects have on customers
- Work closely with customers to understand their business and how best to assist them in
- Assist in testing new and enhanced product features
- Manage incidents professionally and within stated timelines
- Accurately record and maintains incident in accordance with department standards
- Troubleshoot, validate and report customer-submitted bug reports
- Assist Engineering staff in resolving product issues
- Participate in department team meetings
- Assist in special projects and other duties as assigned