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3rd Level Application Support Engineer

3 months ago

Malaysia Symphony Industrial AI, Inc. Full time

Introduction

A role of Application Support Engineer exists in the Global Customer Support organization of a major multinational company.

Reporting to the Regional Support Manager, this role requires the successful candidate to quickly gain an understanding of the product architecture. The candidate must analyze and respond to incoming support tickets, ensuring that a high quality service is delivered to customers with adherence to strict SLA's.

Job Description

Role Responsibilities

  • Responsible for the provision of third level technical support for our customers
  • Investigation and diagnosis of technical issues raised by customers on our product NetReveal
  • Liaise with customers to inform of progress, request information, manage expectations and close out issues in a timely manner
  • Log, track and update tickets in our issue tracking system
  • Maintain and manage/support test environments for problem replication
  • Work with Product Engineering and Project teams to liase and identify solution to problems that are out of scope for the support team
  • Work closely with key customers to provide a premium level of support and ensure a high level of customer satisfaction
  • Work with support lead to remove blockers on your assigned tickets (Queries with customers, urgent escalations from customers, product engineering team help, project teams help)
  • Prepare test cases, release notes, and test releases
  • Participate and own where assigned the knowledge transfer from the project to support team
  • Able to cover some Public holidays to ensure that we have adequate support for our customers
  • Able to cover for weekend support once in a quarter
  • Be a significant contributor to our knowledge base/FAQ
  • Provide feedback on the product and make suggestions for improvement
  • Contribute ideas toward process improvements to improve the customer experience
  • Other support duties as determined from time to time by your manager

Role Requirement

Knowledge and Skills

Essential:

  • Minimum of 3years working experience and a minimum of1yearspecificexperience working in a technical support environment (Level 3 support)
  • Bachelor's Degree or equivalent relevant experience

Desirable:

  • Experience working with customers in the financial services industry.
  • Ability to juggle conflicting priorities and demands on time.
  • Ability to be able to manage customer expectations.
  • Be able to self-manage and work autonomously.
  • Excellent communication skills in English (oral and written)
  • Strong analytical skills and experience in resolving challenging technical support issues.
  • Strong organizational skills

Technology

  • Hands on experience on supporting JAVA applications
  • Solid experience in Middleware technologies such as WebSphere, JBOSS, WebLogic, Apache Kafka
  • Experience with JavaEE and related server technologies such as JMS, Web Services, Servlets, JSP, JSF, JDBC/Datasource, Hibernate, Spring, is an advantage.
  • Hands on experience in performance tuning - Heap configuration, Thread dump analysis, Deap dump analysis
  • Hands on experience in collect & Analysing AWR report for tuning & performance improvement
  • Database (e.g., one of Oracle, DB2, SQL Server, Postgre SQL)
  • Unix/Linux.
  • MQ Series
About Us

Who We Are:

SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, SymphonyAI today serves 1500+ Enterprise customers globally and has grown to 2,500 talented leaders, data scientists, and other professionals across over 20 countries.

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