Product Support Engineer I

Bangalore, Karnataka
Permanent
Full-time

2 months ago

DescriptionProduct Support Engineer, IBangalore, IndiaThe Opportunity:Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that's simple and intelligent, inspiring student success and institutional growth.The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company.For more information about Anthology and our career opportunities, please visit www.anthology.com.Primary responsibilities will include:

Providing Level 1/Level 2 product support to customer issues
Investigating, resolving, and providing root cause analysis on reported application issues
Using SQL scripts for creating queries and troubleshooting stored procedures
Using SQL profiler to identify the root cause
Effectively communicating timely updates to customers through appropriate incident tracking tools
Quickly establishing rapport, gaining and maintaining credibility with diverse audiences
Coordinating between customers, development team and internal support teams while working on customer issues. Efficiently coordinating with the internal and external stakeholders
Working with the customers to gather product requirement, analyzing and documenting before it is passed on to the product management team for next steps
Escalating issues as and when needed to Level II/Level III analysts or with the development teams for resolutions
Following established guidelines and industry best practices to resolve customer issues

The Candidate:Required skills/qualifications:

Should have a minimum of 0-2 years of experience in application support
Willingness to work night shifts
Strong written and oral communication skills
Good documentation skills and ability to communicate with the customer in a professional manner
Fluency in written and spoken English

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.

Anthology

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