Technical Support Lead - Java/SQL/Tomcat

Job Description

Urgent hiring on TD-Tech Support role at Noida Location. - Lead and provide high-quality Technical Support to Adeptia software product clients. Lead a small team of technical support engineers and support process, ensuring customer requests and queries are answered within the stated support delivery times. Minimise the adverse impact of support incidents and problems on the clients business and preventing the re-occurrence of product issues.- Must have strong problem-solving skills and experience in isolating, diagnosing, reproducing and fixing technical issues in a timely manner. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills and mentoring and handling team of support engineers. Job Responsibilities : - As a Tech Support Team Lead Engineer, represent Adeptia and communicate with clients via telephone, email and online GoToMeeting to resolve cases opened with the Adeptia Support team- Demonstrate strong interpersonal and communication skills while working with customers or internal team members- Exhibit leadership through personal responsibility, accountability and teamwork- Manage and resolve support cases with a high degree of technical complexity- Coordinate across numerous departments while driving issues to resolution- Have demonstrated experience using trace analysis, debugging, and source code to find workarounds and reproduce product issues- Maintain strong working knowledge of released products and take ownership for identifying product improvements- Share knowledge with team members and develop customer solutions efficiently- Learn to use and support Adeptia software product- Work effectively and manage your queue with minimal supervision- Take ownership of technical issues, and work with Adeptia product development group to resolve more advanced issues when necessary- Document troubleshooting and problem resolution steps- Provide assistance and cover for other team members where required- Availability in off hours for calls and meetings when needed- Availability to work in night when required (very rarely) Technical Skills- Mandatory : - Sound knowledge of SQL writing, Oracle or similar databases- Sound knowledge of Windows/Linux Unix-based platform- Worked with Web Services- Sound knowledge on SSL, API- Previously worked with XML, XSL, XSD- Working knowledge any Support Ticketing tool or JIRA- Maintain and document customer interactions in our case tracking tool- Be an effective advocate for the customer and deliver an excellent customer experience Technical Skills - Nice to have : - Candidates having previous experience of any BPM or Integration product would be preferred- Knowledge/experience of Load Balancing, Cluster- Familiarity with the EDI- Working knowledge of Java, Apache Tomcat Soft Skills : - Handling a team of customer support engineers- At least 1-2 year of experience in team handling- Have to maintain good coordination with the team members- Coach and develop team members to solve day-to-day issues and in resolving queries- Managing cases, requests and enhancements using online ticketing tools and support processes- Client-facing experience. Excellent written and verbal skills; excellent phone manner- Excellent technical abilities, leadership, decision making, strong communication skills, and adaptability to new technology- Create an inspiring team environment with an open communication culture- Set clear team goals- Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high-stress and or ambiguous situations.- Able to work independently, responding to customer issues and driving them to resolution without supervision- Logical approach to problem-solving- Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.- Maintain good relationships with teammates and customers with quality interpersonal skills.- Providing a high level of service to our customers and adhering to our strict SLAs for response and restoration times- Problem determination, workaround resolution, root cause analysis, major incident management,

Keyskills :
deliverylanslatroubleshootingcctvroot cause analysislogical approachwork effectivelytechnical supportsupport engineers