Technical Support Engineer

The Technical Support Engineer will be responsible for providing technical support for Advance AI applications and services (both cloud based and on premise services). They will work closely with customers and the internal stakeholders to troubleshoot issues, and resolve incidents.

Responsibilities:

• Provide L1 and L2 technical support for cloud-based applications and services, including troubleshooting and resolution of issues at service component level by analysing logs and write test scripts

• Responding in a timely manner to service issues and customer requests either via phone, email or chat until they're solved.

• Monitor cloud infrastructure and respond to alerts and incidents.

• Collaborate with internal teams to resolve complex technical issues and escalate to Level 3 support when necessary.

• Continuously improve processes and procedures to increase efficiency and effectiveness of support operations. This includes developing and maintaining technical documentation in our Knowledge Base.

• Perform on-site training, onsite and remote support of the company's product for our on premise customers

• Participate in on-call rotation to provide 24/7 support for critical incidents.

Technical requirements:

• Bachelor’s degree in Computer Science, Information Technology or related field

• Working knowledge of Linux environment

• Technical knowledge and experience working with APIs – specifically, and debugging REST APIs, and reading logs

• Knowledge of GPU, databases, container technology such as docker, is an added advantage

• Having in-depth knowledge of network systems

• Having Knowledge DBMS, Cyber Security, Compliance (ISO27001, ISO30107, etc)

• Familiar with Python, API, and other scripting language

Qualifications

• 5+ years of experience in a client-facing technical role, preferably in supporting cloud based enterprise software.

• To perform shift work duties on a 24x7 basis from Monday to Sunday including public holidays

• Have any relevant IT Certifications such as ITIL, CCNP, MTCRE, etc

• Demonstrate experience working in any of the support ticketing platforms – Zendesk, Jira, Hubspot Service Hub

• Demonstrable experience where customer care has played a key role

• Demonstrable experience in providing support for technical products/services

• Excellent problem-solving and communication skills. 

• Hard-working attitude with the ability to work well under pressure

• Ability to work alongside people of different backgrounds, cultures, languages and timezones

• Good team player and work with minimum supervision

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