Support engineer profile Expertise in relevant technology vertical and an overall understanding of key enterprise technology platforms.
- Customer characterization
- Tech savvy. Users of technology in area are administrator, manager and architects.
- Environment
- Relatively complex, layered application and Network infrastructure. Problem solving demands a phased solving approach as most often problems are embedded in production environments and therefore even security is a concern.
- Nature of support
- To trouble shoot an enterprise level technical Association issue, requiress detailed knowledge of infrastructure, which includes history of changes implemented.
- Support Interaction
- Involves multiple client interactions comprising of log files, secure system access, running simulations under laboratory conditions sometimes spanning over days.
- Efficiency Metrics
- Measure on a weekly basis. High emphasis on promptness and quality of solutions.
- Change Management
- Tier 1 is medium complexity and tier 2 indicates high nature of complexity. Both need a phased problem solving approach. Tier 3 requires co-ordination with clients' engineering team for top escalation layer trouble shooting and creating bug fixes. We can provide parts of Tier 3 support, thorugh interaction with engineering team to get necessary solution and closing the loop by overseeing its implementation at the end user location.