Technical Support Engineer Job in Vadodara at Automation Anywhere

Automation Anywhere is hiring for the role of Technical Support Engineer!

Responsibilities of the Candidate:

• Customer Support:
  • Respond to customer inquiries via phone or email regarding products.
  • Perform technical troubleshooting steps based on customer issues within the scope of support.
• Ticket Management:
  • Take ownership of support tickets and customer communication for L2 level.
  • Ensure all client communication for swarmed tickets is handled by L2.
  • Work with L3 engineers to resolve tickets when issues are beyond L2's scope.
  • Collaborate with Escalation Engineers on escalated tickets.
• Issue Handling:
  • Conduct issue understanding and impact analysis during problem identification; validate severity.
  • Identify affected components and search Knowledge Bases (KBs), support tickets, and documents for solutions.
  • Replicate issues locally and share environment details in the internal tab of the ticket.
  • Collect all required details (screenshots, application logs, event viewer logs, diagnostic utility results) before customer meetings.
• Problem Resolution:
  • Record, track, and document the problem-solving process through to resolution.
  • Use logical reasoning and available debug utilities for issue analysis.
  • Test fixes and BETA versions to ensure resolution of reported problems.
• Documentation and Knowledge Sharing:
  • Develop FAQ and Knowledge Base articles to aid in problem resolution.
  • Capture self-analysis and internal/external notes for each ticket.
  • Share the plan of action with the customer before scheduling meetings.
  • Update Jira tickets with bug/enhancement information and validate with L3 members.
  • Communicate bug/enhancement fixes to the customer after L3 confirmation.
  • Responsible for KB and Root Cause Analysis (RCA) for non-swarmed issues.
• Flexibility and Shift Work:
  • Be flexible to work in any shift and 24x7x365 rotating shifts based on business requirements.

Requirements:

• Computer Proficiency:
  • High proficiency in using computers and various software tools.
• Troubleshooting and Debugging:
  • Technical troubleshooting/debugging experience.
  • Knowledge of programming and database management, including SQL queries.
• Systems Knowledge:
  • Advanced knowledge of Windows systems and basic understanding of code flow (JAVA, Python, C#).
  • Experience with Webserver troubleshooting (IIS, Apache, Tomcat) and databases.
• Database and Scripting:
  • Advanced knowledge of databases, scripting, and Excel.
  • Basic knowledge of macros.
• Networking and Server Knowledge:
  • Intermediate knowledge of networking, Windows Server 2012 onwards, and Client-Server Architecture.
  • Basic knowledge of Cluster and Active Directory.
• Browser and Office Suite Knowledge:
  • In-depth knowledge of browsers (MS Internet Explorer and equivalents).
  • Proficiency in MS Office suite (Outlook, Word, Excel) and Open Office suite