Principal Responsibilities:

• Engage with customers on escalated support issues or critical customer situations
• Work in a 24×7 Support Operations and 24×7 on-call rotation.
• Handles customer queries on app management, installation of POS integration plug-ins, and support.
• Account creation support:
  • Will set up user accounts: installs POS integrations and configures the account for the user.
  • Will remotely login at the customer’s system and install plugins and such as required by the process.
• Troubleshooting issues reported by clients, get all necessary debugging info on it, try resolving or escalate to the engineering team
• Interface with Engineering/Implementation teams and assist the customer with troubleshooting showstopper bugs.
• Reproduce customer issues to verify problems and provide feedback to development and Implementations teams
• Based on customer requests, will perform DB lookups and data exports, coordinating and taking appropriate help from the development team.
• Create entries in our technical support KB to accurately document any incident resolution that is not found in our knowledge base.
• Assist in developing ongoing training programs for the department.
• Ability to mentor other engineers on advanced troubleshooting, debugging, and case management skills.

Candidate Specification and Skills Required:

• Minimum 3-year experience working as a Support Engineer/ Sr. Support Engineer
• Excellent communication skills (Verbal / Written)
• Experience in SaaS product support
• Familiarity with SQL
• HTML design knowledge preferred
• Excellent problem-solving and debugging skills Computer Sciences knowledge with good aptitude
  Education: – Degree in computer sciences – B.Tech/B.E/M.Tech/Msc/M.E

Please share the updated profiles to sruthi.koneru@magnaquest.com & careers@magnaquest.com