Product Support Engineer

With Zaloni Inc in Bengaluru - IN

More jobs from Zaloni Inc

Posted on February 08, 2020

About this job

Job type: Full-time
Role: DevOps, System Administrator

Technologies

sysadmin, cloud, devops

Job description

Zaloni Customer service is the support we offer to our customers — both before and after they buy and use your products or services — that helps them have an easy and enjoyable experience with you. Offering amazing customer service is important if you want to retain customers and grow your business. Today’s customer service goes far beyond the traditional telephone support agent. It’s available via email, web, text message, and social media. It provides self-service support, so customers can find their own answers at any time day or night. Customer support is more than just providing answers; it’s an important part of the promise Zaloni’s brand makes to its customers.

Customer service is critical to competing effectively. In the past, people chose which companies they did business with based on price, or the product or service offered, but today the overall experience is often the driver.

Great customer support drives amazing customer experience, especially when your support team moves beyond just reacting to problems and toward anticipating customers' problems. When support agents are empowered to go above-and-beyond with customers

What You’ll Do in This Role to Add Value

Answers questions about installation, operation, configuration, customization, performance and usage of assigned products. Verifies warranty entitlement and determines appropriate action. Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation. Provides basic remote deployment, maintenance, and consulting services.

Work as the primary contact for Zaloni premium customers and manage the overall Support effort and any escalations for that accounts, and will work with key stakeholders within the account to maintain healthy Support activities. As a Senior Support Engineer, you will be part of a talented team of engineers with a shared mission to make data easily accessible.

Responsibilities

Work directly with customers via phone, WebEx, and email to resolve Zaloni product related technical issues and identify defects

Assist with resolving general product and cloud issues and frequently asked questions; take ownership of tickets until full resolution

Assist in the maintenance of the Zaloni knowledge base, and create new articles based on recent customer issues

Create advanced online technical content including Knowledge Base articles, training documents, blogs, etc.

Maintain strong working knowledge of all related products, technologies and upcoming releases. Take proactive ownership in identifying and recommending product improvements in key product areas based on key data points

Collaborate with other parts of the Zaloni organization such as Development, CRR and the Support escalation team as necessary and when necessary need to write User Stories for a Client Enhancement request

Work closely with the team to identify, estimate and prioritize Issues and Tickets

Help the team to improve on best practices - be it scripting, bug fixing or product installation.

Partner with customers and help them optimize and expand their use of Zaloni software through successful Support

Monitor and maintain the quality on all cases for their accounts, specifically: ensure all cases are properly documented, that SLAs are met, and that resolution occurs in a timely manner

Keep customers informed of product roadmaps and provide customer feedback to internal teams as necessary

Strong understanding of underlying Hadoop and Cloud concepts and distributed computing

Share best practices with the Technical Support staff and learn about new technologies.

Demonstrate strong interpersonal and communication skills while working with customers or the internal team

Participate in planned team-wide shift rotations to cover business needs, including 24x7 “on-call” responsibilities and weekend work

Required Skills/Qualifications

Candidate with a Computer Science, Engineering, MCA or M.Tech.

Three to six (3- 6) years of hands-on experience in Big Data technology

Production Support Background for applications (must) and infra (good to have)

Excellent knowledge and demonstrated capability on scripting (Linux Shell Script) and Python

Experience with BigData concepts - HDFS Concepts, Cloud, ETL, Streaming or other Big Data/Analytics technology preferred

Desired Skills/Experience

Prior customer DevOps experience

General Technical Knowledge on below tools:
Deployment automation and orchestration (like Git, Bitbucket, Jenkins, Kubernetes, etc.)

Infrastructure automation (like Puppet, Chef, Ansible, Terraform)

Container concepts (LXD, Docker)

Monitoring tools like Ganglia, Nagios, Datadog, etc.

AWS, HDP or Cloudera administration certifications is an added advantage

Apply here