What You Bring to the Team:
· Senior Engineers are second line engineers working on all ticket types – tasks, questions, and problems
· Primarily aligned for concierge and premier success plan customers
· Individual ticket focus on escalated tickets and proactively managing account escalations.
· Training and ramping up Engineers to technical progression into future senior engineers.
· Provide top-quality customer engineering assistance that results in high customer satisfaction
· Resolve customer technical issues through diligent research, reproduction, and troubleshooting
· Mentor Entry level engineers to ramp up technically and align with Reltio’s customer- first culture
· Provide input on product and service-related enhancement requests back to Engineering, Product Management, Sales and Marketing teams. that will improve our customers’ successful use of our products and drive adoption
· Understand and keep up-to-date on the latest product functionality, its dependencies, the underlyi
What You Bring to the Team:
· Senior Engineers are second line engineers working on all ticket types – tasks, questions, and problems
· Primarily aligned for concierge and premier success plan customers
· Individual ticket focus on escalated tickets and proactively managing account escalations.
· Training and ramping up Engineers to technical progression into future senior engineers.
· Provide top-quality customer engineering assistance that results in high customer satisfaction
· Resolve customer technical issues through diligent research, reproduction, and troubleshooting
· Mentor Entry level engineers to ramp up technically and align with Reltio’s customer- first culture
· Provide input on product and service-related enhancement requests back to Engineering, Product Management, Sales and Marketing teams. that will improve our customers’ successful use of our products and drive adoption
· Understand and keep up-to-date on the latest product functionality, its dependencies, the underlying architecture and their operational impact
· Supporting, enhancing and fixing solutions that support a rapidly-growing business at a massive scale
· Participate in a 24/7 on-call rotation, providing after hours support for critical issues submitted
· Share and develop best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base
· Author technical documents on common issues and solutions in order to build the knowledge base and participate in communities
· Weekend support on a rotational/ need basis
Skills You Must Have:
· 4+ years developing or testing on large-scale enterprise systems
· Previous experience as a business analyst, support engineer, solution engineer supporting Enterprise-focused applications, preferably with a focus on data management, master data management, analytics and big data platforms and technologies highly preferred
· Able to provide alternate solutions and to exercise independent judgment in developing methods, techniques and evaluation criteria that lead to prompt resolution of issues
· Outstanding troubleshooting and problem-solving abilities, along with an ability to collaborate cross-functionally
· Experience in object-oriented design, data structures, algorithm design, problem solving, and complexity analysis
· Experience with RESTful API development and debugging, Postman.
· Experience with web UI development with JavaScript frameworks
· Ability to collaborate cross-functionally, team player
· Working knowledge of scalable and distributed data systems using distributed file systems, Java and cloud technology
· Experience with big data technologies (ex. Python, Spark) is a plus
· Excellent communication, customer handling and escalations handling skills
Skills That Are Nice to Have:
· MS in computer science or equivalent experience preferred
· Experience with NoSQL databases (Cassandra, Elastic Search, DynamoDB preferred), distributed indexes is a plus
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