What will she/he do?
Reproducing, troubleshooting, resolving and documenting technical support cases impacting our customers
Managing customer expectations through resolution process
Building diagnostics tools, authoring knowledge base articles and leading process improvement for customer incident resolution
Mentoring of Technical Support groups with new features and resolutions to common situations
Developing fixes and doing technical discovery on future aspects of the product
Contributing to product development activities, including verification and validation, bringing in customer experiences
Qualifications
What qualifications will make her/him successful?
Deep understanding of Power Operation or similar SCADA offer and its targeted customer base
Proven experience of Electrical (Operational Technology) and Communication (Information Technology) networks
Customer-service oriented and able to advocate for customers with project teams
Demonstrated passion and ability to troubleshoot, leveraging skills and techniques to break down complex architectural problems
Strong software/IT maintenance, development, and testing ability for in-depth resolutions of complex system issues involving operating systems such as Windows Server/Active Directory/Group Policy/IIS
Able to multitask, prioritize, and manage time efficiently and independently.
Experience with communication protocols such as Modbus, BACNet, OPC DA, IEC61850, SNMP
Strong communication and collaboration skills to work effectively with customers and technical colleagues, sharing detailed technical information in an easy-to-understand manner (written and verbal)
Degree in Computer Science or Electrical Engineering (a considerable amount of experience may preclude the need for a degree)
Primary Location
: IN-Karnataka-Bangalore
Schedule
: Full-time
Unposting Date
: Ongoing
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