Software Support Engineer

Software Support EngineerThe Software Support Engineer is responsible for providing technical assistance and support to our customers 24/7/365. This role requires excellent communication skills, problem-solving abilities, and a deep understanding of the GO Software ecosystem running the Warehouse operations. Responsibilities include Technical Support, Critical Issue Resolution, Training & Documentation, System Monitoring, and Collaboration with internal and external stakeholders.In summary, Software Support is crucial in ensuring user satisfaction and resolving software-related issues. They collaborate with various teams, provide technical assistance, and contribute to improving software applications. Strong technical knowledge, problem-solving skills, effective communication, and customer focus are essential in this role.Responsibilities:* Responsible for efficiently handling and resolving technical issues passed on by L2.* Ensure timely and effective action as per decided workflow basis priority and severity for each ticket.*Should ensure maximum issues are resolved without L4/R&D involvement.*Should ensure adherence to committed SLAs for each reported issue.*Should follow ticketing SOPs and ensure tickets are generated for R&D with all relevant technical details captured for every issue.*Should follow internal escalation matrix based on severity and resolution time.*Should ensure all relevant site-specific technical documentation and documentation regarding new product lines and/or features are accurately captured from R&D and shared with the Client Service team.*Should support CSMs in developing an eminently capable and technically competent team of assistant client service managers and service engineers.*Responsible for creating and monitoring software and hardware component-wise reliability metrics for each installation.*Should develop a framework to predict potential/future failures and ensure requisite preventive measures are takenRequired :*Engineering graduate with at least 6 months of experience in a 24*7 Software Support role.*Experience with Linux/Unix*Experience with SQL*Experience with scripting - Python/Shell.*Must have strong communication skills.Preferred : (Good to have)* Should be open to travel outside India - US/Europe. * Candidates with B1/B2 Visa will be preferred.Equal Opportunity EmployerGreyOrange Inc. is an equal employment opportunity employer. The company's policy is not to discriminate against any applicant or employee based on race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, veteran status, marital status, mental or physical disability, and genetic information, or any other basis protected by applicable law. GreyOrange also prohibits harassment of applicants or employees based on any of these protected categories. PRB