Technical Support Engineer - SAAS

About Dover:
Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible.
Position: Technical Support Engineer
Experience: 5-8 Years
Education: B.E
Location: Bangalore
Roles & Responsibilities:
Diagnose, isolate and/or resolve Level 2 technical software and Infrastructure issues
Problem diagnosis, root cause analysis (work with product development team) & corrective action
Handle requests presented from any customer, partner or site worldwide
Respond to email requests received, in accordance with service level agreements, SOPs and performance metrics
Generate Out of Production notifications
Perform all required tasks in a timely, professional manner and within service level objectives
Provide responsive and effective solutions
Provide recommendations for process improvement
Must have skills:
The ideal candidate will have a degree in Computer Science or Electrical Engineering, and/or a minimum 3 years experience in providing customer/technical support.
Must have in-depth knowledge of various Microsoft Windows Operating systems
Experience in Microsoft Azure and AWS cloud Infrastructure.
Experience in providing contact center support – Email through Ticketing system like Zendesk, Salesforce etc.
Experience in Deployment, Troubleshooting SaaS Application, logging and Monitoring.
Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts, drawing valid conclusions and appropriate resolutions
Excellent oral and written communication skills(Must speak fluent English)
Possesses strong customer relation skills
Ability to prioritize appropriately and multi-task effectively
Strong problem-solving, analytical, follow-up skills and detail oriented
Strong team player
Demonstrates flexibility
Ability to work effectively under pressure in a fast-paced, changing environment
Hands-on experience in Troubleshooting Tools:
Monitoring Tool - Azure Monitoring, Grafana, Data Dog, Azure Alerts
Database - MongoDB, MySQL, SQL server, Elastic Search
Systems - Unix, Linux, Windows
Tools - Putty, PyCharm, WinSCP, Word, Excel (Advance Formulas)
Logs Analysis - Application Logs, Application Insight, Server Logs(AWS, Azure), SQL Log
24*7 Rotational shift

Work arrangement
No