Sr. Technical Support Engineer

7+ years’ experience in Technical Support roles, professional services, IT consulting, or System Integration roles
Bachelor’s degree or equivalent work experience
Experience/knowledge of Networking – practical application of technologies, protocols, and related standards including TCP/IP, HTTP, HTTPS, XML, LAN, WAN, Routers
Working knowledge of Windows systems, Visual Studio, C#, IIS troubleshooting
Working knowledge of Database, VB/Java scripting, Excel macros
Working knowledge about Active Directory, Windows Server 2012 onwards, Cluster
Citrix XenApp and Xendesktop experience (CCEA a plus)
Cisco Networking Experience (CCNA a plus)
Proven working experience in Enterprise technical support
Duties may require being on call periodically and working outside normal business hours
Working knowledge of Windows systems, Linux, and web troubleshooting
Experience in Database, scripting, and Excel macros
Experience in Active Directory, load balancers, and high availability

Managing, coordinating, and prioritizing product enhancement requests with all stakeholders
Managing, prioritizing and reviewing product patch requests with the Engineering team and coordinate for release plan
Providing technical assistance to critical situations and escalation teams
Triaging and providing technical expertise in resolving complex product issues
Collaborating and coordinating with the engineering and the cloud operation team on continuous improvement of processes and feedback
Providing a technical troubleshooting guide to the technical support team
Taking ownership of projects and improve processes. Helps automate technical support processes
Recording, tracking, and documenting the problem-solving process for mass consumption
Using logical reasoning to analyse a situation and make use of available debug utilities
Identifying, and learning legacy and A360 software features supported by the organization
Working with fixes at the product level, including installing and upgrading software
Testing fixes and BETA versions of the software to ensure reported problem(s) have been adequately resolved
Establishing a proper course of action to ensure efficient completion of work within prescribed time limits
Developing FAQ and Knowledge Base articles to aid in problem resolution
Documenting root cause analysis in customer friendly manner
Training support to L2/L3