Technical - Product Support Engineer - Java/android

  • Delhi
  • 10-15 lakh
  • 4-9 years
  • 27 May 2016

  • IT/ Information Technology

  • IT/ Technology - Software/ Services
Job Description


The Field Product Support Engineer will provide Tier 2/3 onsite product support for payment product and platform. The qualified candidate will also perform thorough onsite troubleshooting and remediation of issues for escalated issues.

Essential Duties and Responsibilities :

- Performs complex, high-impact Engineering Support tasks

- Solves highly complex and broad reaching problems

- Answers customer requests to assist with Product Support related inquiries

- Assists customers with product installation and training

- Follows documentation and training materials to diagnose and resolve customer issues

- Create/update documentation after resolution of issues

- Enters all call activity into tracking system

- Provides Technical Support to customers for operational and maintenance aspects of products

- Researches and resolves customer issues

- Serves as customer contact for technical and service related problems

- Diagnoses mechanical, hardware, software and systems failures using established procedures or by creating new means of addressing customer technical issues

- Determines most cost effective repair/resolution to minimize customer downtime

- Develops and maintains positive customer relations

- Coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner

- Works independently

- Performs other related duties as assigned.

Knowledge & Experience :

- Bachelor's Degree in computer or engineering related field (or related field experience).

- Minimum of 2 years related support engineering experience preferred, working directly with end-user customers

- PCs and related software applications

- Mobile application running on Android

- Windows, DOS, Unix and other operating systems

- Networking and Communication protocols

- Database servers - My SQL Server/SQLlite(android)

- Expertise in all phases of systems analysis, the software development process and/or functional engineering principles.

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