Technical Support Engineer is responsible for maintaining and supervising high transaction volume Java Enterprise Edition applications designed and developed by Syncron. The everyday routine includes handling customer cases reported and managed through the case management tool and providing pro-active supervision for the Syncron applications.
The nature of the customer cases can be very broad, from a simple application functionality question to a complex technical or business inquiry requiring thorough understanding of both the application logic and the customer business to resolve it.
Key Responsibilities
- Providing Technical and Business Support to our customers.
- Configuring Syncron’s products to fulfil customer’s needs.
- Gathering, analysing, and documenting customer requirements.
- Identifying and reporting enhancement ideas and bugs and channel feedback from the customers.
- Managing cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner in the Syncron ticketing tool.
- Providing fault isolation and root cause analysis for technical issues.
- Publishing documentation in the Knowledge Base, creating/maintaining issue logs, resolution steps.
- Providing configurations, troubleshooting, and best practices to customers.
- Ensuring that SLAs are strictly adhered to.
Required Skills
- Excellent English skills, both verbal and written.
- Strong troubleshooting and problem-solving skills.
- Experience in IT , SQL knowledge (preferred: PostgreSQL), basic XML, Basic Python, Basic Java, data formats, data transmission technologies knowledge.
- Master’s degree in computer science or another equivalent field.
Preferred Skills
- Experience with tools such as Docker, Jenkins, and history of working with AWS hosted applications.
- Business knowledge of SCM
- Knowledge of RestAPI
- Practical experience in Eclipse or a similar development platform.
- Experience with version control systems (git)
Company Profile
Syncron empowers leading manufacturers and distributors to capitalize on the worlds new service economy. We improve aftermarket business profitability, optimize working capital, increase customer loyalty, and enable our customers ability to transition successfully to future service-driven business models. With our industry-leading investments in AI and ML, Syncron offers the first, innovative, customer-endorsed, and complete end-to-end intelligent Service Lifecycle Management solution portfolio.
Syncrons offer encompasses leadership solutions such as: service parts inventory, price, equipment uptime, warranty, service contract, and field service management. Delivered on Syncrons Connected Service Experience (CSX) platform, our solutions offer our customers competitive differentiation through exceptional aftermarket service experiences, while simultaneously driving significant revenue and profit improvements into a manufacturer or distributors business. It is no secret that worlds top brands trust Syncron, making it the largest privately-owned global leader in intelligent SLM SaaS solutions.
