Job Purpose:

As a Senior Production Support Engineer, you'llbe responsible for production support to internal and external customers. The ideal candidate possesses not only a variety of technical knowledge but also excellent prioritization and troubleshooting skills. TheTechnical Specialist will contribute to the team by suggesting specific feature requests, sharing engineering release information, and developing both the internal and external knowledge base on product functionality and best practices

Essential Functions:

• Act as the first point of contact for all technical support issues
• Provide professional and prompt communication on technical analysis and resolution of customer issues
• Have ownership over cases from start to finish including troubleshooting, communicating with the stake holders, and
• pulling in other teams
• Characterization of the incident, reproduction, diagnosis, and analysis of the root cause
• Work with the Business Development, Product, Engineering and QA teams on special projects
• Work with the Sales Team on achieving a high percentage of client retention
• Contribute to and lead customer support service improvements efforts
• Should be flexible in working with 24x7 shifts

Job Requirements:

Required Education and Experience:

• Bachelor’s degree pertaining to computer science or related.
• 5 to 10 years of relevant Testing experience in a product development environment.
• Demonstrated competency in Ruby and its related technologies: Ruby on Rails, NodeJS and jQuery.
• Strong experience with noSQL databases.
• Familiar with internet technologies such as HTML, CSS, JavaScript (major plus).
• Will be an added advantage if the candidate can possess knowledge on cloud technologies like Google Cloud and/or AWS.

Preferred Education and Experience:

1. Experience as lead is preferred.

Expected Competencies:

• Excellent verbal and written communication skills.
• Detail-oriented and able to work at an efficient pace.
• Multi-tasking abilities
• Strong analytical skills and problem-solving ability
• Ability to work in a collaborative, team environment and ability to remain positive even during fast paced, potential stressful situations.
• Requires excellent Organizational, time management and prioritization skills.
• Requires excellent Communication skills.
• Requires strong attention to detail.

Work Environment:

This job operates in an office environment. Working in an office environment requires a high degree of discipline and the ability to work with others in a moderately noisy open office environment with centrally controlled head/AC setting.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

Position Type/Expected Hours of Work: