Principal Technical Support Engineer

Roles and Responsibilities

• Technical troubleshooting/ debugging experience, programming experience, knowledge in a database, SQL queries.
• Total 11 to 15 years of work experience
• Minimum 3+ years of strong product implementation experience (SSL, multi-tier architecture)for an enterprise-class product.
• Minimum 4 years solid support or technical service delivery experience to global customers
• Well versed in enterprise product architecture.
• Ability to understand and articulate the customer requirement well
• Extremely customer focused and excellent at customer management
• Deal with ambiguity and resolve issues by leveraging the technical and product knowledge
• Be on top of the AA products, offerings and day to day business operations
• Provide feedback on an ongoing basis and coach engineers on improving communication skills, technical ability and speed of customer and internal deliverables.
• Provide technical assistance to the team members and help to expedite resolution of customer issues
• Develop self and teams technical skills through active participation in relevant events, training, mentoring and communities.
• Participate in a technical discussion with customer
• Escalation management
• Perform implementation of solutions in complete IT infrastructure environment including HA and DR deployment.
• Perform business consulting to propose a solution to meet organization’s security practices.
• Conduct thorough analysis/consultation of customer’s business requirement

Requirements

• Bachelor’s degree in Information Technology, Computer Science or equivalent
• Proven working experience in Enterprise Application Technical support
• Working knowledge of Windows systems, Visual Studio, C#, IIS troubleshooting, Citrix, Virtual Environments.
• Basic knowledge of Database, VB/Java scripting, Excel macros
• Basic knowledge about Active Directory, Windows Server 2012 onwards, Cluster
• Working knowledge of HADR
• Strong problem-solving and multi-tasking skills
• Excellent client-facing skills
• Excellent listening skills
• Excellent written and verbal communication skills
• Ability to speak and write clearly and accurately
• 24 x 7 rotating shifts

All your information will be kept confidential according to EEO guidelines.