Lead Software Engineer - Customer Support

Job Summary

• Understand how the product works and how it is used by customers.
• Interact with customers on/ off-site to troubleshoot issues, provide workarounds by leveraging your software development skills.
• Exposure on Rest APIs.
• Azure knowledge (Service Bus, App Inside, Hang fire, redis cache, etc).
• Should be primary TSE for multiple large(>1M/year) accounts. Should be able to manage customer requirements for large accounts
• Should be able to guide ASE/SE/SSE for quicker resolutions as TechLead
• Should achieve productivity goal for the tech team as TechLead
• Should be able to drive initiatives for productivity and ticket resolution quality improvement
• Work on providing innovative ideas to improve ticket closure quality.
• Understand and fulfill enhancement requests received via customer use-cases.
• Should be able to contribute on knowledge base articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.
• Provide technical expertise, guidance, mentorship to team members. Participate in hiring processes.
• Provide hot fixes, patches and upgrade deployment support in production and staging environments and work closely with customers to schedule and test.
• Offer innovative ideas to improve ticket resolution quality.
• 7-10 years of experience in a Support or Sustaining engineering role.
• Troubleshooting skills on the Microsoft platform, with expertise in C#, ASP.NET, MVC, SQL, Stored Procedures and JavaScript.
• Expertise on Windows Azure and Cloud Computing will be an added advantage.
• Net and Azure certification would be added advantage
• Understanding of customer support processes and tools. Ability to follow defined processes.
• Good written and verbal communication skills.
• The ability to be a good listener, and to understand customer issues. Ability to work independently on issues assigned.
• Should be open to work for EST /PST shifts ( 5:30PM IST or 9:30PM IST onwards)