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Technical Support Engineer

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  • IT
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Job Details

As a Technical Support Engineer, you are an experienced and detail oriented person capable of providing world-class technical assistance - including issue escalation, investigation, and resolution skills - for our channel partners and app developers. You are highly technical, and have the ability to trouble shoot and resolve complicated issues associated with enterprise grade SaaS platforms. You should also have a successful history of working with Engineering and IT Operations teams to diagnose and fix tickets in a time-sensitive manner, always with an an eye to ensuring partner satisfactionResponsibilitiesOversee resolution of all technical issues coming from channel partners and ISVs, including high-urgency issues requiring Engineering assistanceMaintain detailed documentation ranging from Knowledge Base articles, to live logging of incidents for post-mortemsWork closely with Channel Managers and Technical Account Managers on training and oversight for resolution of channel technical support requestsServe as either primary or backup on-call for urgent channel issues at all timesEnsure SLA obligations with channel partners are observed and met by other team members; escalate as necessary using judgment and discretionAssist channels in optimizing their own support infrastructures by providing documentation, training materials, and training sessionsWork closely with internal engineering teams to stay up to date on product features, changes, and issuesTurn channel partners into evangelists for the AppDirect white label marketplace solutionMinimum QualificationsBachelor's degree in Engineering or Computer Science or similar degreeExperience in a technical role or internship in a high tech companyDatabase query and management skillsExposure to log management tools such as SplunkExposure to XML and JSON a plusExposure to the support or testing of APIs and REST tools a plusYou are comfortable interfacing with key individuals at major accounts in sensitive situationsSolid, process-oriented skills for troubleshooting, problem solving, and problem resolutionSuperior written and verbal communication skillsMust be able to work in a fast paced technical environment and support a product with frequent product releases and regular maintenance update
Additional Degree: BE/ B.Tech (Engineering)

Experience: 2-6


Application Programming | Database Administration (DBA) | Quality Assurance/Testing | Software Engineer
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