Job Description

Must Have Technical Skills: Unix, Scripting, Strong Troubleshooting skills, Tomcat, Apache Role & responsibilities: Developing a deep understanding of Appnomic products Supporting our customers and partners using our products Developing training content and delivering training on our products to customers and partners. Troubleshooting technical issues to establish the root cause of problems and form a solution or workaround across a range of environments Developing a dynamic team of front-line technical resources who will provide technical assistance, troubleshoot and resolve customer (including internal customers, like pre-sales, sales teams) problems related to our products Providing documentation content and participate in online forum support for real-time questions from Appnomic users Reproducing customer issues and if necessary file bug reports, escalate cases to engineering, and provide necessary documentation Interfacing with engineering on various product issues, and provide the required patches to the customers that resolve their issues Creating support tools and building a knowledge base of product issues Providing clear & constructive product feedback to Product Management / Solutions teams based on customer requirements Documenting best practices in tr oubleshooting / supporting Appnomic solutions You will be goaled on Customer Satisfaction, SLA achievement against targets, gross margin targets Must Have Skills: 4+ years of experience in customer-facing positions as a product support specialist Exposure to 1 or more of the following business domains (Must have managed a client in any of the domains listed below, in the career history): BFSI / Ecommerce / Manufacturing Excellent project management, team management and customer facing skills Ability to understand Application architecture and associated business / IT Operations workflows. Good Exposure to workflow automation tool(s). At least must have worked as a user to a Service Desk / workflow / Monitoring tools / Runbook automation tool (CA / BMC / HP / IBM etc) Good Exposure to scripting / Programming / Tool Customization Understanding of IT Operations (IT Infrastructure and Application operations) Must be able to work in a fast paced technical environment and support a product with frequent product releases and regular maintenance updates Good to Have: Strong exposure to business applications running on multiple platforms of Unix & Windows Moderate software development or scripting/programming / RDBMS experience and knowledge Strong Project Management or ITIL skills Must be able to work in a fast paced technical environment and support a product with frequent product releases and regular maintenance updates • Highly developed, process-oriented skills for troubleshooting, problem solving, and problem resolution • Superior written and verbal communication skills are a must • Should have good exposure to product support domain.