Senior Software Engineer - Customer Support (Tech.)

Job description

Responsibilities  • Understand how the product works and how it is used by customers. • Interact with customers on/ off-site to troubleshoot issues, provide workarounds by leveraging your software development skills. • Understand and fulfill enhancement requests received via customer use-cases. • Develop knowledge base articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution. • Provide technical expertise, guidance, mentorship to team members. Participate in hiring processes. • Follow and contribute to defined CRM processes to manage customer requests efficiently. • Provide hot fixes, patches and upgrade deployment support in production and staging environments and work closely with customers to schedule and test. • Define and track bugs for Development and offer innovative ideas to improve product quality. • Work practicing agile methodologies, follow best coding practices and ensure quality & timely delivery. • Role may involve travel to customer locations. Qualifications • 4+ years of previous experience in an Application Development/ Support or sustaining engineering role. • Development and troubleshooting skills on the Microsoft platform, with expertise in C#, ASP.NET, MVC, SQL, Stored Procedures and JavaScript. • Exposure to Windows Azure and Cloud Computing will be an added advantage. • Deep understanding of customer support processes and tools. Ability to follow defined processes. • Outstanding written and verbal communication skills. • The ability to be a good listener, and to understand customer issues. Ability to provide innovative workarounds or design a solution to fix customer's problem