Technical Support Engineer Job in Bengaluru at Automation Anywhere

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

Responsibilities of the Candidate:

• Take ownership of the Support Tickets and customer communication to be done by L2
• L2 owns the responsibilities all the client communication for swarmed tickets.
• Team will work with required L3 engineer and ensure the logical conclusion of the ticket when they are unable to solve the ticket within the stipulated time
• Work with Escalation Engineer over Escalated tickets
• Issue understanding and Impact analysis during problem identification - Severity validation
• Identify affected components
• Search KBs, Support tickets, Documents for relevant solutions for the reported issue.
• Replicate it locally [share the env. details in the internal tab of the ticket]. 
• Request and review all required details like the screenshot, all application logs, event viewer logs and Diagnostic utility result (if needed) before having a meeting with the customer. 
• Self-analysis capture over the ticket. (internal and external notes)
• Plan of action should be shared with the customer before scheduling a meeting with the customer.
• During scanning Jira tickets, if he/she finds an issue as bug/enhancement.
• The information should be added to the ticket [internal tab] and further needs to be validated by L3 member.
• In case of bug/ enhancement fixed after getting confirmation from L3, communication to the customer
• Frontline engineer is also responsible for KB and RCA for the non-swarmed issue. 
• The engineer should be flexible to work in any shift as required by the business in the future
• The engineer should be ready to work 24X7X365 rotating shift based on business requirements.

Requirements:

• High proficiency in using computers.
• Technical troubleshooting/ debugging experience, programming experience, knowledge in database, SQL queries.
• Advance knowledge of Windows systems, fair understanding of code flow( JAVA, Python, C#), Webserver ( IIS / Apache / Tomcat troubleshooting), Any database.
• Advanced knowledge of Database, scripting, Excel.
• Basic knowledge of macros.
• Intermediate knowledge on Networking, Windows Server 2012 onwards,
• Client-Server Architecture
• Basic knowledge on  Cluster and Active Directory
• In-depth Knowledge about browsers (MS Internet Explorer and equivalent)
• Usage of MS Office suite (MS Outlook, MS Word and MS Excel) & Open office suite.