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Senior Technical Support Engineer

Company: PredictSpring
Location: Mountain View
Posted on: July 27, 2022

Job Description:

Role Overview and Responsibilities:As part of the PredictSpring Support team, you will provide technical support for PredictSpring POS solutions. You will be part of the POS Cloud group that builds, tests and deploys PredictSpring Modern POS cloud services in AWS. You will work closely with PredictSpring cloud engineering team, QA, Customer Success and Delivery team as well as Product Management to ensure a high level of service to internal and external customers.Additional responsibilities include but are not limited to the following:

  • Manage customer support cases reported via Zendesk and forwarded to engineering
  • Review QA reported defects, test, validate and resolve the issue
  • Troubleshoot performance issues and provide short term and long term solutions to resolve problem
  • Create and Update playbooks, documentation and build knowledge base repository
  • Maintain SLA's on issues reported to engineering
  • Establish and define appropriate escalation protocols
  • Identify patterns and common areas of defects and work with engineering to resolve the same
  • Provide regular reports for management on committed KPI'sYour Qualifications
    • 5+ years experience supporting enterprise software applications
    • BS, MS Degree or equivalent technical experience
    • Experience fixing bugs for Java applications
    • Experience working on AWS cloud
    • Experienced in log analysis
    • Experience working with JIRA
    • Any Relational Database experience like Oracle, MySQL is desirable
    • Are comfortable working both independently and collaboratively.
    • Experience in Retail / POS domain is preferredBenefitsWe pride ourselves in providing the most robust compensation and benefits package exceeding industry standards.
      • Competitive salary packages and bonuses
      • Strong equity / employee stock option package
      • Comprehensive medical, dental and vision insurance
      • Generous vacation and company holidays
      • Paid parental leave for eligible employees
      • Free lunches / snacks in Mountain View location
      • 401(k)

Keywords: PredictSpring, Mountain View , Senior Technical Support Engineer, IT / Software / Systems , Mountain View, California

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