About the Role

In this opportunity as a Site Reliability Engineer, you will: 

• Understand how the product works and how it is used by customers.

• Work closely with customers & L1L2 support teams to answer questions about features and capabilities of our product. Interact with customers on/off-site to troubleshoot issues.
• Develop knowledgebase articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.
• Follow and contribute to defined ITIL processes to manage customer requests efficiently.
• Provide technical expertise, debug web application code & Database scripts for L1L2 team  when they report issues.
• The ability to coordinate, follow up, follow through and drive issues to closure proactively.
• The ability to be a good listener, and to understand customer issues. Ability to provide innovative workarounds or design a solution to fix a customer’s problem.
• Provides courteous, efficient, and professional technical support by phone and email to customers across a broad range of industries.
• Troubleshoots intermediate to advanced problems and recommends appropriate actions.
• Uses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways.
• Provides support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues.
• Manages customer expectations and competing priorities.
• Conducts research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned.
• Escalate issues and works directly with Engineering Groups to resolve complex support problems.
• Flexible to work in shifts and on call support as required.

About you:

You’re a fit for the role of Software Engineer if you:

• You’re a fit for the role if your background includes: 
• Having 8-12 years of experience in Application Production Support and Development role.
• Development and troubleshooting skills on the Microsoft platform, with expertise in C#,ASP.NET, MVC, SQL, Java script frameworks.
• Should have supported .Net web applications in the past.
• Advanced Application troubleshooting skills with expertise in SQL & .NET technologies.
• Exposure to Public Cloud and Cloud Computing will be an added advantage.
• Good understanding of customer support processes and tools.
• Good written and verbal communication skills.
• Knowledge of ITIL, Application Monitoring and debugging tools  SNOW & ADO.
• ITIL Certification preferred.