Deliver proactive technical support to customers by leveraging your expertise in IT Infrastructure and Big Data technologies, ensuring seamless platform performance and customer success. Collaborate closely with the product and platform teams to resolve issues efficiently and enhance overall customer experience.

Roles & Responsibilities :

- Responsible & accountable for all Customer Support activities and achieve customer delight from all the customers.

- Basic Understanding of Monitoring/Observability, Proactive/Reactive Monitoring and the Support tasks in an organization.

- Clear understanding of SLA, MTTA (Mean Time To Acknowledge), MTTD (Mean Time To Detect), MTTR (Mean Time To Resolution) and follow defined escalation matrix as per Internal & Customer process.

- Stakeholder Management for both Internal and External customers and collaborate internally between various functions to resolve or identify issues and their resolutions.

- Being responsive, proactive and empathetic to customer support issues

- In-Depth understanding of the Product features and roles to support various customer requests/issues independently.

- Resolves support requests using available documentation and acquired knowledge.

- Work with vunet product/platform team to provide bug fixes for customer support related issues.

- Provide escalation to next level support if the issues are not resolved by L1/L2.

- Track and update ticket details on the vunet support portal and close the ticket once the issue is resolved with detailed documentation of resolution/steps taken.

- Create documentation and update knowledge base in Vunet portal periodically.

- Participate in daily and weekly status review calls with customer support manager.

- Hands-On on new product features/bug fixes or patches in the local test environment to understand the product deeper and better to serve the internal and external customer.

- Provide feedback to enhance customer service procedures, policies, and standards to make them more effective and efficient.

Mandatory Skills :

- 3-5 years of experience in IT Infrastructure Management

- Working experience on Linux- Ubuntu

- Experience in working with large scale IT infra, including applications, databases, servers, networking

- Experience in working with IT Infra Monitoring tools, Log Analytics tools, Automation tools

- Hands-on experience in scripting

- Knowledge/Experience in the following technologies will be an added plus : Elastic search, MongoDB, Big Data, SQL databases, ELK stack, REST APIs, web services, JMX, Grafana, APM

- Engineering Graduation in any discipline.

- Able to prioritize and execute tasks when under severe customer pressures

- Excellent communication skills

- Self-Motivated and ability to be productive in a fast-paced, dynamic environment

Good to Have :

- CKA certification - Certified Kubernetes Administrator