Khoros Looking for Associate Technical Support Engineer (MCS) at Bengaluru, Karnataka Full Time

Khoros, formerly known as Lithium + Spredfast, is the leading customer engagement platform providing Social Media Marketing, Care and Monitoring Solutions. Khoros Customer Engagement Platform is built to turn siloed knowledge into enterprise value, and customers into contributors. By connecting consumer insights across all departments, Khoros gives companies the ability to run their business with their customers, anticipating their needs and accelerating sales, loyalty, and innovation. With 2,000+ customers, including 52 of the Interbrand 100. Khoros has ten offices globally and powers approximately 500 million digital interactions every day. From social media to online communities and messaging to digital customer care, Khoros helps companies authentically connect with customers throughout their journey.

ROLE

We are looking to add an Associate Technical Support Engineer to the Mission Critical Support Team. You’ll be responsible for providing critical support to product outages for three different products as well as proactively monitor product infrastructure and mitigate performance issues that have the potential to become an outage if not checked. The position requires one to work in 24×7 shifts. The team sets high standards for the work they do while also maintaining a learning oriented work environment. You’ll be challenged to scale up quickly and learn many new technologies. This is a customer facing role.

WHAT YOU WILL DO ?

Work on Severity 1 issues (outages) across all products and for different customers.

Respond to customers within defined SLAs and committed timelines.

Monitor product infrastructure through alerts and take timely action to resolve them.

Develop RCA while working along with Engineering teams.

Learn new technologies and help transition newer services to the MCS team.

Identifying documentation requirements in our knowledge base.

WHAT WE ARE LOOKING FOR ?

At least 2 years of experience in technical support roles, ideally supporting web applications

Demonstrable interest in software and technology

Ability to understand and troubleshoot basic technical issues

Excellent written and spoken communication skills

Able to communicate effectively between teams and individuals of varying technical expertise

Familiar with the latest trends in social channels (forums, Facebook, Twitter, etc.)

Able to multi-task effectively while working on customer issues

WHAT WOULD ADD VALUE ?

Working knowledge of Application Servers like Apache Tomcat and Web Servers like Apache.

Experience with analysing JVM thread dumps or Heap Dumps.

Experience in Web Technologies like HTML5, CSS, JavaScript, JQuery, etc. and Programming languages like Java, J2EE, or python.

Experience in Scripting languages like Shell, bash, etc.

User level experience of Linux Environment.

General idea about Multi-Tier Web Application architecture

Technical or support certifications such as ITIL V3/V4

WHY SHOULD YOU JOIN OUR TEAM ?

Awesome Culture

Performance Driven

Flexible Working hours

Great Benefits

Health, Dental & Visual insurance

Gym Allowance

Well stocked Pantry

Commute and leave allowance

Generous leave policy

Competitive Compensation

Among the best in industry

Annual bonus

Equal employment opportunity

Our employment practises

OUR VALUES

We earn trust through our actions and attitudes

We win and grow as one team

We listen learn and lead to help our customers succeed