Engineering Support Advisor Customer Support

oot causes of the issues and define them as Bugs, Normal Behaviors or Enhancement Requests. Whenever a case is classified as a bug or when a mission-critical situation arises, ESG is responsible for finding a workaround to help the client operate and provide a clear description of the problem, root cause analysis and HTR (How to reproduce scenario) to Level 3 Support.

Being in the same location as the R&D organization, this group has access to the same tools as the remaining R&D groups (source code, specifications and ALM). The ESG investigation starts where the investigation by Functional analysts and Implementation consultants cannot progress further.

Job Purpose

The holder of the role, Person is responsible for directly and actively engaging with Customer and other internal teams on issues that are raised and to try and resolve them in the shortest time possible.

Besides getting involved in bug validations, ESG analyst may be requested to go onsite on special missions to help a client out of a critical situation.

Technical analysis of highest order is expected using Java coding skills and troubleshooting skills and usage of tools to find the root cause of issues.

Expected to work in multiple shifts to support Customer worldwide

Decision Making & Authority

The ESG analyst reports either to the Support Manager or to the Team Leader. ESG analyst is responsible for issue investigation; detailed analysis in order to understand and reproduce issues. ESG analyst also takes responsibility for the validation of the client bug fixes, carried out by Level 3 Support, before these fixes are released to the clients.

The role holder has neither direct nor indirect reports, nor budget responsibility.

Key Relationships

• Professional Services, Customer Support, Sales Operations

• 3rd Level Support & QA - Development

• Customer group: select client population

Key Responsibilities (Key accountabilities of the job)

Product knowledge

• Possesses good working knowledge of industry practices, 3rd party products and trouble-shooting skills

• Proficient in at least one-third of the product's major modules

Issues Investigation

• Investigates cases of medium/high complexity and involves other teams, when necessary, in order to address problems in a faster and more efficient manner

• Also analyses the issue for root cause from code perspective than just relying on replication of cases

• Has acquired a methodical approach to solving issues and follows Best Practices for Case Management

Bug Validation

• Validates bugs thoroughly by ensuring that described scenarios are tested and proposes workarounds for high severity bugs

• Creates accurate bugs, providing a clear description and detailed How-To-Reproduce scenarios

• Tests more than the bug scope to avoid regressions

Case tracking and client interaction

• Is capable of working on multiple tasks simultaneously, with regular interaction with the client, e.g. following up of an upgrade as serving as main point of contact from Support

• Manages multiple tasks in parallel under pressure and when necessary promptly investigate issues on a remote basis

• Autonomously manages 2/3 of assigned tasks

Planning and Development

• Actively manages his own knowledge level and seeks additional training if needed

• Confidently challenges priorities if considered wrongly set, holds to planning and delivers on time as well as raise alert if important tasks are set to fail

• The role holder is a team player - he needs to raise questions to his/her metors, but knows how to work alone on specific issues

Specification (Qualifications, skills, knowledge and experience)

Experience

• General knowledge base of technical/ functional nature.

• Software engineering background

• 3-6 years of experience

• Strong in Database (oracle, MS SQL**) Import / Export database and Writing Database queries.**

• Experience with LoanIQ Installation or Environment maintenance.

• Experience with Apache Tomcat, Strong Trouble shooting skills using Java and other tools.

• Able to manage multiple activities.

• ****Experience with Dynatrace, Load Balancer, Postman, SOAP, WIN scp, UNIX, Linux, Migration Tool, Message Queue configuration, Grafana, Loki.

• ***Azure Cloud, PipeLine creation, AKS, Maintain Azure Environment.

• ***Knowledge of triaging networks and basic server administration.

• ***Understanding technical concepts like memory heap garbage collection, CPU statistics, reading server logs and heap dumps

• *** Strong Core Java coding skills

Qualifications & certification

• Basic degree: Preferably in Engineering / Mathematics / Computer Science

• Additional: Good to have Finance / Business Administration background or relevant experience in BFSI domain