Customer Support Engineer

Responsibilities :

- Providing L2-level technical support through the case handling process for Pramana's products.

- Participating in special projects (e. g., customer pilots and task forces) and in troubleshooting activities that require remote and on-site support.

- Member of a 24/7 emergency on-call rotation.

- Participating in escalation management and product support practice development activities.

- Diagnose and resolve day-to-day technical support issues.

- Escalate issues to leads where necessary.

- Responsible for assuring the appropriate use of deployments in all locations.

- Provide remote support to users in other regions when issues are escalated as P1

- Adhere and actively work to maintain standards.

- Provide effective basic user training and Key user inductions.

- Monitor and perform health checks on deployments and equipment for all locations on a periodic basis.

- Responsible for logging and tracking defects that have been identified and escalating them to the corresponding software engineering leads.

- Reporting faults and maintaining records on server and site outages.

- Submit weekly reports to the Regional/global team for highlighted issues affecting deployments within the region.

- Assuring governance compliance.

- Prepare documents, meeting materials, and correspondence.

- Perform basic administrative support duties as required to meet specific operational objectives.

- Assist with daily on-call support as and when required or as assigned by the Regional/global development team.

- Work extra hours to meet deadlines, as required and where reasonable.

- Ensure that a high level of customer service and support is provided to all stakeholders and deployment sites.

Requirements :

- BE/BTech with a minimum of 2+ years of experience.

- Extensive knowledge of computer hardware systems.

- Experience with system installation, configuration, and analysis.

- Extensive experience working with Linux OS (Ubuntu).

- Experience installing and configuring computer systems and applications for a large company.

- Good knowledge of shell scripting.

- Knowledge of Python programming to write simple scripts is desirable.

- Self-motivated, proactive, and problem-solving aptitude.

- Ability to organize, prioritize, and multitask.

- Good written and verbal communication skills.

- Willingness to work in rotational Shifts to support US time zones.