We're looking for

Support Engineers

!

Responsibilities:

- Troubleshoot/resolve customer problems of complex nature such as code defects, product configurations (files or data), networking, platform, third party communications, or other issues commonly encountered in systems operation in a networked environment

- Lead the platform knowledge acquisition for the SDK Development and Support teams as a whole, and partner with Internal and External Development Teams to improve the overall supportability of the SDK platform

- Modify software as necessary including, but not limited to changing scripts, reviewing application logs and making necessary modifications in database tables and tune peripheral applications to resolve the customers problem in a production environment.

- Regularly update customers via phone, email or client relationship management tool of ongoing troubleshooting and resolution efforts

- Contribute, as needed, to team caseload management

- Build solutions to improve overall team efficiencies in the developer program

- Regularly receive escalated cases from management, and must prioritize accordingly

- Route tickets to appropriate team members and other departments as need while keeping the customer updated with status.

- Regularly document and report product/application defects to Development team and escalate unresolved problems to the appropriate resources.

- Proactively seek out, research, and implement improvements to better serve customers

- Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.

- Cultivate cross-department communication, collaboration, and synergy





- Share best practices with team members to enhance the quality and efficiency of customer support

- Obtain higher-level direction when needed from the Development team

- Enable the advancement of others on the team by providing technical guidance and feedback

- May be called on to conduct training for others to facilitate technical development, or to educate the team on technical details, issues, processes, or troubleshooting

Qualifications:

- Server experience with Windows and/or Linux administration, including web servers such as IIS, NGINX, or others.

- Experience with Python programming preferred but not required

- Advanced database knowledge with MS SQL (current and supported versions)

- Must have the ability to work on multiple assignments, prioritize, and resolve issues in a timely manner within a high-pressure environment

- Ability to discuss technical concepts with non-technical customers, handle tight timelines and demanding constraints needed

- Experience with cloud or container-based infrastructure preferred

- Previous knowledge of the banking industry and practices preferred

- Expert level understanding of the architecture and process workflow preferred

- Must have excellent communication skills and have the ability to interact with C-level executives

- Strong organization skills needed and must pay close attention to detail

- Must be able to work non-standard hours as needed to support on-call team members and perform scheduled work

(

Note:

Relevant applicants will receive an email requesting additional information as part of the next stage. The application process will be completed directly on the team's designated platform, and all subsequent communication and decisions regarding the prospect are managed by the respective hiring team.)

📌 Support Engineer (Bengaluru)
🏢 Scoutit
📍 Bengaluru