Customer Support Engineer
Bengaluru
Job ID : 1005
Join Our Journey at VuNet
At VuNet, we're at the forefront of developing an innovative Business Observability platform. Our approach integrates big data and machine learning to revolutionize how customer journeys are monitored and user experiences enhanced. Our cutting-edge solutions are transforming digital payment experiences for major financial institutions, fostering financial inclusion nationwide. In our dynamic environment, we encourage our teams to tackle challenging customer and business issues. We value creativity and efficiency, rapidly transforming brilliant ideas into exceptional products that our customers adore. Our approach is grounded in teamwork, with cross-functional groups delving into details and engaging in constructive debates, all united by our mission to establish VuNet as a leader in the tech product industry.
• What You Can Make Happen • Roles & Responsibility • Skills & Experience • Benefits • Our Culture • How to Apply
What You Can Make Happen
We are looking for smart, self motivated people with excellent communication skills to join our Customer Support Team as Customer Support Engineer. As a Customer Support Engineer, you will be supporting our esteemed customers and help customers succeed in deriving greater value from our platform. You bring in deep expertise across the IT Infrastructure domain, Big Data technologies and a great track record in supporting your customers. You will work closely with our next generation platform team to provide faster and more efficient support.
Are you ready to be a part of VuNet's trailblazing team? Join us and contribute to making a positive impact on the world.
Roles & Responsibilities
- Responsible & accountable for all Customer Support activities and achieve customer delight from all the customers.
- Basic Understanding of Monitoring/Observability, Proactive/Reactive Monitoring and the Support tasks in an organization.
- Clear understanding of SLA, MTTA (Mean Time To Acknowledge), MTTD (Mean Time To Detect), MTTR (Mean Time To Resolution) and follow defined escalation matrix as per Internal & Customer process.
- Stakeholder Management for both Internal and External customers and collaborate internally between various functions to resolve or identify issues and its resolutions.
- Being responsive, proactive and empathetic to customer support issues.
- In-Depth understanding of the Product features and roles to support various customer requests/issues independently.
- Resolves support requests using available documentation and acquired knowledge.
- Work with the VuNet product/platform team to provide bug fixes for customer support related issues.
- Provide escalation to next level support if the issue is not resolved by L1/L2.
- Track and update ticket details on the VuNet support portal and close the ticket once the issue is resolved with detailed documentation of resolution/steps taken.
- Create documentation and update the knowledge base in VuNet portal periodically.
- Participate on daily and weekly status review calls with customer support managers.
- Hands-On on new product features/bug fixes or patches in the local test environment to understand the product deeper and better to serve the internal and external customer.
- Provide feedback to enhance customer service procedures, policies, and standards to make them more effective and efficient.
Skills & Experience
- 3-6 years of experience in IT Infrastructure Management.
- Working experience on Linux- Ubuntu.
- Experience in working with large scale IT infra, including applications, databases, servers, networking.
- Experience in working with IT Infra Monitoring tools, Log Analytics tools, Automation tools.
- Hands on experience in scripting.
- Knowledge/Experience in the following technologies will be an added plus: Elastic search, MongoDB, Big Data, SQL databases, ELK stack, REST APIs, web services, JMX, Grafana, APM.
- Engineering Graduation in any discipline.
- Able to prioritize and execute tasks when under severe customer pressures.
- Excellent communication skills.
- Self Motivated and ability to be productive in a fast-paced, dynamic environment.
Good to Have
- CKA certification – Certified Kubernetes Administrator
Benefits
- 100% Health Coverage of Medical insurance along with family.
- Financial protection on disability, Life and accidental death for the employee.
- 100% Parents Coverage for Medical insurance.
- Mental wellness programs, and counseling with 1:1 sessions.
Our Culture
VuNet belives in delivering WoW through service.
VuNet supports career development programs to expand our People skills and enhance the expertise with various training programs.
VuNet advocates open culture by having transparency, inclusivity, adaptability, and collaboration
with an environment that fosters employee satisfaction, motivation, and trust, and also having an open communication, collaboration, and innovation within the teams.
How To Apply
If you are interested, fill the form below or e-mail us at [email protected], with your resume and an explanation of why you would be a good fit. We look forward to hearing from you.