Senior Engineer, Product Support Job at Global Logic Technologies Private Limited

Global Logic Technologies Private Limited is hiring for the role of Senior Engineer, Product Support!

Responsibilities of the Candidate:

• Drive measurably high levels of customer satisfaction that lead to customer loyalty and retention
• Provide customer support via telephone and portal
• Acts as a customer advocate ensuring all customers' voices are heard
• Liaise with engineering/product management to ensure customers' desires for future product development are heard
• Address customer concerns and questions, large and small, in an effective and timely manner
• Understand the real-world impact that issues and defects have on customers
• Work closely with customers to understand their business and how best to assist them in using Adobe Experience Manager
• Assist in testing new and enhanced product features
• Manage incidents professionally and within stated timelines
• Accurately record and maintain incident in accordance with department standards
• Troubleshoot, validate, and report customer-submitted bug reports
• Assist Engineering staff in resolving product issues
• Participate in department team meetings
• Assist in special projects and other duties as assigned

Requirements:

• Either a Bachelor's or Masters's degree in Computer Science plus 2-4 years of experience in the Web and/or ECMS technologies space
• Strong knowledge of Web technologies especially JAVA/J2EE (e.g. coding, garbage collection tuning, heap dump & thread dump analysis) and JavaScript, Content  Management Systems (CMS), website architecture
• Proficiency in HTML, DHTML, CSS, XML, AJAX, JQuery, Apache & IIS
• Working knowledge of different OS including WIN, UNIX, LINUX, Solaris
• Experience and ability to conceptually understand the implications and propose architectures for large-based solutions of different sizes, their implications on the solution concept and development as well as understanding the impact of caching and other performance-related
  measures
• Support all kinds of product-related issues e.g. architecture, infrastructure, functionality, development, integration, migration, etc.
• Analyzing critical issues for providing RCA and taking corrective measures to avoid the recurrence of similar issues
• Recognizing areas that require patching and upgradation for fixing vulnerabilities
• Excellent oral and written communication skills; the ability to articulate technical solutions and how they can solve customer business problems for all audiences including non-technical
• Effective dialogue-building skills; listening, good Q&A skills