Hyderabad, Telangana, India
Information Technology
Full-Time
Metron Labs
Overview
We are looking for a highly motivated and skilled Support Software Engineer to join our team on a night shift schedule. This role requires a strong understanding of the software development lifecycle, proficiency in coding, and excellent communication skills. The ideal candidate will be responsible for production monitoring, resolving minor technical issues, collecting client information, providing effective client interactions, and supporting our development team in resolving challenges
Key Responsibilities
- Client Relationship Management: Serve as the primary point of contact for client queries, delivering exceptional communication, and ensuring swift issue resolution to maintain high client satisfaction.
- Technical Troubleshooting and Resolution: Troubleshoot and resolve minor to intermediate software application issues, ensuring minimal disruption for users.
- Information Collection and Escalation: Gather detailed technical information from clients, thoroughly understand the problem context, and effectively relay the information to development leads for advanced resolution.
- Cross-functional Collaboration: Work closely with development leads and cross-functional teams to provide support and resolution for customer issues.
- Comprehensive Documentation: Meticulously document client issues, actions taken, and resolutions to build a robust knowledge base for future reference and continuous improvement.
- Software Lifecycle Contribution: Actively participate in maintaining, supporting, and optimizing software throughout its lifecycle, including identifying and implementing bug fixes and enhancements.
- Automation of Support Processes (Good to Have): Identify opportunities to automate redundant, repetitive support tasks to improve efficiency and reduce manual effort.
Required Skills and Qualifications
- Technical Expertise: Proven hands-on experience with programming languages such as Python (primary), Node.js, TypeScript, etc.
- Linux Environment Proficiency: Strong working knowledge and practical experience with Linux operating systems.
- Software Development Lifecycle (SDLC) Acumen: A solid and practical understanding of the software development lifecycle, coupled with best practices for troubleshooting, debugging, and issue resolution.
- Exceptional Communication: Outstanding verbal and written communication skills, with the ability to clearly and concisely explain complex technical issues to non-technical clients.
- Client-Facing Experience: Demonstrated strong ability to interact effectively with clients, gather necessary information, and ensure a consistently high level of customer satisfaction.
- Proactive Problem-Solving: Quick-thinking, proactive, and analytical in resolving issues, with a focus on providing an excellent user experience.
- Team Player: Ability to collaborate seamlessly with development leads, engineering teams, and other stakeholders for effective escalation of complex issues and gathering additional technical support when required.
Preferred Skills
- Relevant Support Experience: Previous experience in a technical support or customer-facing technical role.
- Cloud and Cybersecurity Tool Familiarity: Knowledge of cloud computing platforms and services (AWS, Azure, Google Cloud) and experience with Cybersecurity tools such as Cortex XSOAR, SIEM, SOAR, and XDR platforms is a significant plus.
- Automation and Scripting Expertise: Proven experience with automating processes or writing scripts to enhance issue resolution efficiency.
Work Environment
- This is a night shift position with available shifts including 5 PM to 2 AM, 1 AM - 10 AM, and 10 PM - 7 AM. You will be expected to work independently and efficiently during these hours.
- The position may require occasional weekend shifts based on project requirements.
- An additional night allowance will be provided.
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