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Senior Associate Support Engineer

Zoek Pin Mumbai, Maharashtra

AS PER THE INDUSTRY

Permanent (Full time)

SUMMARY The Sr. Associate Support Engineer will assist the Product Support team in building relationships with the client team by responding to software questions and driving resolution of raised client issues, and assists in understanding the clients products and the use of the software along with gathering and understanding future milestones and Go-To-Market events. The Sr. Associate Support Engineer will triage low to moderate complexity incidents with minimal to moderate oversight, and create training modules in areas of expertise. ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES Communicates directly with the customer(s) via web meetings and incident tracking workflow with assistance of Support Engineer 1 or higher Communicates directly with Customer Service Managers to provide status updates in a timely manner for high priority incidents Qualifies incidents submitted by third-party implementation teams or customers by identifying gaps in the details of incidents and gathering information Sets up environments within Azure test labs to replicate and triage incidents reported submitted by third-party implementation teams or customers Works within DCOD environments to replicate and triage incidents reported submitted by third-party implementation teams or customers Triages low to moderate complexity incidents with minimal to moderate oversight from Support Engineer 1 or above Leverages Duck Creek utilities such as Trace Monitor, ExampleUtil, data copy tools, etc to triage reported incidents Leverages third-party utilities such as Visual Studio, HTTPWatch, Fiddler, SQL Management Studio, etc to triage reported incidents Provides work-a-rounds or solutions to third-party implementation teams or customers based on analysis during the triage process Escalates incidents deemed to be base code defects to the proper Engineering teams Applies SQL or XML scripts in DCOD environments to align data Identifies trends and patterns of reported data fix requests Identifies ways to automate processes regarding data fix requests or develop utilities to assist in the triaging process Creates training modules in areas of expertise to sharpen knowledge of Triage team members Attends sprint reviews and supports targeted training Serves as on call Support Engineer for after-hours emergencies as needed to triage Severity Level 1 incidents Analyzes and assesses upgrade impact based on release notes and code changes for new release features Leverages Duck Creek upgrade tools to generate differential analysis and produce low impact upgrade path for Duck Creek Customers Develops and executes tests including PowerShell, Regression Runner and Selenium based automation tools Requires minimal direction and moderate oversight Performs other duties and activities as needed Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. QUALIFICATIONS/REQUIREMENTS Education and Work Experience Bachelors degree in Computer Science, Computer Information Sciences or related degree; related work experience can be substituted for educational requirement Work Experience Minimum 3 years Specialized Knowledge, Skills, and/or Abilities Demonstrates proficiency in the following competencies Ability to operate independently with minimal guidance in focus area After hours call service expertise/triage Applicable DCU boot camp assessment score Communicate with support personnel Creating training modules in area of focus for team members Full Suite installation Installation troubleshooting knowledge Product Installation in supporting area Replication/qualification of reported cases Salesforce case organization and management Salesforce workflow Understanding new feature release details Azure Test Labs or equivalent VM knowledge Demonstrates awareness in the following competencies .NET and C (or similar language) Analytical ability Duck Creek triaging tools knowledge Extensible Markup Language (XML) Insurance domain knowledge Internet Information Services (IIS) Knowledge-base contributor Root cause analysis Structured Query Language (SQL) TeamTrack Workflow and submission (if applicable) TFS Workflow and submission (if applicable) Azure Dev Ops Workflow and submission (if applicable) PowerShell, Regression Runner and Selenium based automation tools Visual Studio or similar IDE Frontend technologies like HTML, CSS, Skins, Javascript, Jquery etc Continuous integration practices. Other Requirements Travel 0-10 PERCENT Special Work Hours After-hours On-Call Support Engineer for emergencies as needed to triage Severity Level 1 incidents Work Authorization Legally authorized to work in the country of the job location.

Posted 4 days ago

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