senior support engineer

Aptean

<div>Overview:
<div><div><div><b>
1. JOB IDENTIFICATION</b></div></div><div><div><b><br>
APTEAN JOB TABLE:<br>
</b></div></div><br>
<div><div><div><b>APTEAN JOB LEVEL: C</b></div><div><b>
APTEAN JOB TITLE: Senior Support Engineer</b></div></div></div></div><div></div><div><div><div><b><br>
2. GENERAL JOB SUMMARY</b></div></div><div><div><div><br>
</div><div>Aptean is looking for a quality-focused Senior Support Consultant to join our Support team and learn our business from the ground up. The goal is to delight customers by providing timely resolution to their technical and application problems.</div></div></div></div><div></div><div><div><div><b><br>
3. SCOPE<br>
</b></div></div><br>
<div><ul><li>Direct interaction with the customer on phone and other medium to provide timely and quick resolution within defined SLA.</li></ul></div></div><div></div><div><div><div><b><br>
4. PRINCIPAL DUTIES AND RESPONSIBILITIES<br>
</b></div></div><br>
<div><div><ul><li>The person is responsible for responding to and resolving customer problems via calls, emails and remote access for Aptean products.</li></ul><ul><li>The support focuses on in-depth problem analysis of Aptean products and their integration into enterprise-wide mixed environments.</li></ul><ul><li>Isolate and provide resolution to customer issues or qualify them for further assistance from R&amp;D or other functions.</li></ul><ul><li>Responsible for problem tracking, diagnosis, replication, troubleshooting and resolution.</li></ul><ul><li>Should be able to work independently, showing empathy and sense of urgency to escalate customer issues and collaborate to provide timely resolution.</li></ul><ul><li>Should adhere to department performance goals and production standards.</li></ul><ul><li>Should be able to guide and mentor junior team members on product and process related activities.</li></ul></div></div></div><div></div><div><div><div><b><br>
5. JOB SPECIFICATIONS<br>
</b></div></div><br>
<div><div><div><b>Education (Indicate the minimum level of education necessary for this position. Check all that apply and indicate specific degree as applicable to the side (e.g., Bachelor&rsquo;s in Computer Science)</b></div><div><b>
Required</b> <b>Preferred Degree/Certification</b></div><div>
 Bachelor&rsquo;s degree</div><ul><li> Master&rsquo;s degree</li></ul><div>
 Ph.D.</div><div>
 J.D. (law)</div><div>
 Certification:</div><div>
 Registration:</div><div>
 Licensure:</div><div>
 Other:</div><div></div><div><b><br>
Work Experience</b></div><ul><li>5 to 7 years of technical support experience.</li></ul><div></div><div><b><br>
Knowledge, Skills and Abilities</b></div><ul><li>Excellent analytical and investigative skills in terms of approaching a problem.</li></ul><ul><li>Quick to learn product team operations, having an ERP background is an added advantage.</li></ul><ul><li>Good business acumen.</li></ul><ul><li>Should be able to explain operational procedures clearly to the customers.</li></ul><ul><li>Excellent communication and interpersonal skills. Should be able to drive team results collaboratively.</li></ul><ul><li>Should have strong experience in technical support roles.</li></ul><ul><li>Good logical skills, basic programming knowledge is an added advantage.</li></ul><ul><li>Should have successfully handled customer escalations in the past.</li></ul><ul><li>Familiarity with Cloud technology basics is an added advantage.</li></ul><ul><li>Should possess high adaptability and be able to work under pressure and remain flexible to changing schedules and demands.</li></ul><ul><li>Strong understanding of case processing and ability to guide juniors in the team.</li></ul><ul><li>Strong experience in direct customer engagement and customer escalations.</li></ul></div></div></div><div></div><div><div><div><b><br>
DISCLAIMER<br>
</b></div></div><br>
<div><div><b><i>The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.</i></b></div></div></div></div><div></div>

Senior Customer Support Engineer

<div>Overview:
<div><b>
Job Title: Senior Customer Support Engineer</b></div><div><b>
Location: Madurai</b></div><div></div><div><br>
Aptean is changing. Our bespoke ERP solutions are transforming a huge range of global businesses, from food producers to manufacturers. In a world of generic enterprise software, we provide targeted solutions that bring together the very best technology and drive greater results. With over 3000 employees, 50 different products and a global client base, there&rsquo;s no better time to advance your career at Aptean.</div><div></div><div><b><br>
Primary Responsibilities</b></div><ul><li>
He/She is responsible for handling technical and or process escalations from our customers.</li><li>
He/She would be responsible to drive support metric via close collaboration with other departments like R&amp;D, professional services, licensing team etc.</li><li>
Person should have strong hands on in driving common support metrics and its challenges.</li><li>
People management responsibilities include<ul><li>
Managing team&rsquo;s workload.</li><li>
Setting work and training priorities.</li><li>
SPOC for any kind of internal and external escalation</li></ul></li><li>
Drive operational excellence via support best practices as per Aptean SOPs.</li></ul><div><b>
Skills and Requirements</b></div><ul><li>
Excellent analytical and investigative skills in terms of approaching a problem.</li><li>
Quick to learn product team operations, having an ERP background is an added advantage.</li><li>
Good business acumen.</li><li>
Should be able to explain operational procedures clearly to the customers.</li><li>
Excellent communication and interpersonal skills. Should be able to drive team results collaboratively.</li><li>
Should have strong experience in technical support roles.</li><li>
Good logical skills, basic programming knowledge is an added advantage.</li><li>
Should have successfully handled customer escalations in the past.</li><li>
Familiarity with Cloud technology basics is an added advantage.</li><li>
Should possess high adaptability and be able to work under pressure and remain flexible to changing schedules and demands.</li></ul><div></div><div><b><br>
Note</b> - This position will require working in US shifts (no rotation).</div><div></div><div><b><br>
 </b>If you share our mindset, you can share in our success. To find out more about joining Aptean, get in touch today.</div><div>
Learn from our differences. Celebrate our diversity. Grow and succeed together.</div><div></div><div><br>
Aptean pledges to promote a company culture where diversity, equity and inclusion are central. We are committed to applying this principle as we interact with our customers, build our teams, cultivate our leaders and shape a company in which any employee can succeed, regardless of race, color, sex, national origin, sexuality and gender identity, religion, disability or age. Celebrating our diverse experiences, opinions and beliefs allows us to embrace what makes us unique and to use this as an asset in bringing innovative solutions to our customer base.</div><div></div><div><br>
&ldquo;At Aptean, our global and diverse employee base is our greatest asset. It is through embracing and understanding our differences that we are able to harness our individual power to maximize the success of our customers, our employees and our company.&rdquo; &ndash; TVN Reddy</div></div><div></div>

Senior customer support engineer

<div>Overview:
<div><b>
Job Title: Senior Customer Support</b></div><div><b>
Location: Madurai</b></div><div></div><div><br>
Aptean is changing. Our bespoke ERP solutions are transforming a huge range of global businesses, from food producers to manufacturers. In a world of generic enterprise software, we provide targeted solutions that bring together the very best technology and drive greater results. With over 3000 employees, 50 different products and a global client base, there&rsquo;s no better time to advance your career at Aptean.</div><div></div><div><b><br>
Primary Responsibilities</b></div><ul><li>
He/She is responsible for handling technical and or process escalations from our customers.</li><li>
He/She would be responsible to drive support metric via close collaboration with other departments like R&amp;D, professional services, licensing team etc.</li><li>
Person should have strong hands on in driving common support metrics and its challenges.</li><li>
People management responsibilities include<ul><li>
Managing team&rsquo;s workload.</li><li>
Setting work and training priorities.</li><li>
SPOC for any kind of internal and external escalation</li></ul></li><li>
Drive operational excellence via support best practices as per Aptean SOPs.</li></ul><div><b>
Skills and Requirements</b></div><ul><li>
Excellent analytical and investigative skills in terms of approaching a problem.</li><li>
Quick to learn product team operations, having an ERP background is an added advantage.</li><li>
Good business acumen.</li><li>
Should be able to explain operational procedures clearly to the customers.</li><li>
Excellent communication and interpersonal skills. Should be able to drive team results collaboratively.</li><li>
Should have strong experience in technical support roles.</li><li>
Good logical skills, basic programming knowledge is an added advantage.</li><li>
Should have successfully handled customer escalations in the past.</li><li>
Familiarity with Cloud technology basics is an added advantage.</li><li>
Should possess high adaptability and be able to work under pressure and remain flexible to changing schedules and demands.</li></ul><div></div><div><b><br>
Note</b> - This position will require working in US shifts (no rotation).</div><div></div><div><b><br>
 </b>If you share our mindset, you can share in our success. To find out more about joining Aptean, get in touch today.</div><div>
Learn from our differences. Celebrate our diversity. Grow and succeed together.</div><div></div><div><br>
Aptean pledges to promote a company culture where diversity, equity and inclusion are central. We are committed to applying this principle as we interact with our customers, build our teams, cultivate our leaders and shape a company in which any employee can succeed, regardless of race, color, sex, national origin, sexuality and gender identity, religion, disability or age. Celebrating our diverse experiences, opinions and beliefs allows us to embrace what makes us unique and to use this as an asset in bringing innovative solutions to our customer base.</div><div></div><div><br>
&ldquo;At Aptean, our global and diverse employee base is our greatest asset. It is through embracing and understanding our differences that we are able to harness our individual power to maximize the success of our customers, our employees and our company.&rdquo; &ndash; TVN Reddy</div></div><div></div>

Senior Customer support engineer

ALLOT

<div><p><b>Who we are</b></p><p><b>
Allot is an established industry leader in network intelligen</b>ce and security solutions for service providers and enterprises around the world.</p><p>
We believe in giving our Tier-1 customers around the world real value by offering them cutting-edge solutions that make their networks smarter and their users more secure.</p><p>
At Allot, you&rsquo;ll have the opportunity to grow both professionally and personally in a dynamic environment that values diverse perspectives and encourages collaboration with individuals who are committed to go the extra mile to succeed.</p><p><b>
What we&rsquo;re looking for</b></p><p>
A <b>Senior</b> <b>Technical Support Engineer </b>to support our Communication Service Providors clients in APAC &amp; EMEA region - this is an opportunity to join the Global Customer Services team of a leading Network Intelligence and Cybersecurity solutions for Tier1 global telcos.</p><p><b>
What you&rsquo;ll do</b></p><ul><li>
Handle 1st and 2nd level support cases professionally and independently via CRM, phone, and email</li><li>
Provide excellent, dedicated, and proactive support service</li><li>
Perform deep problem investigation into system logs and behavior</li><li>
Provide technical guidance and solutions to the company&rsquo;s customers and partners, problem reproduction, and lab simulations</li><li>
Work with higher tier support teams and travel to customer sites according to need</li><li>
Maintain direct contact with key customers in the APAC &amp; EMEA region to assure customer satisfaction and success</li></ul><br>
Requirements:<br>
<br>
<p><b>What you should have</b></p><ul><li><b>
8+ years of experience</b> in relevant positions.</li><li>
Strong knowledge of <b>Linux system operation &amp; troubleshooting - MUST</b></li><li>
Excellent <b>troubleshooting techniques</b> to analyze and validate issues</li><li>
Strong hands-on working knowledge of<b> TCP/IP networks,</b> <b>packet-sniffing</b>, and <b>traffic generation</b> and <b>lab simulations</b></li><li>
Detailed understanding of <b>Cyber Security threats, attack types, Firewalls, Malware</b> and <b>content/URL filtering, DNS Security - MUST
</b></li><li>Experienced in <b>customer care</b> working with CRM systems - <b>MUST</b></li><li>
Ideally, experience with Microservices and Containers and Kubernetes</li><li>
Graduate/Diploma in Computer Science/Electrical/Electronic Engineering</li></ul><p><b>
Advantages:</b></p><ul><li>
Knowledge in database SQL querying and database administration</li><li>
Hands-on experience with networking LAN/WAN environments - Routers, Switches, Firewalls, NMS, etc.</li><li>
Working knowledge of Radius, Diameter, DHCP, 3GPP, PCEF, PCRF, understanding protocol flow and sniffing</li><li>
Working knowledge of Security and Analytics deployed on Cloud Platforms such as Openstack, K8s, Azure etc.</li><li>
Experience working directly with ISPs, mobile operators, cable operators</li></ul><p>
If you are interested in applying to this role at Allot, please<b> </b>share with us your <b>resume in English. </b>Thanks!</p><br>
Region (Website):
<br>
Asia Pacific</div>

Senior Technical Support Engineer - Enterprise

Advansys

Advansys is a dynamic solutions provider focused on delivering smart, modular, and sustainable technology solutions that enhance operations, improve customer experiences, and drive business modernization. With over 400 skilled engineers, we serve 100+ enterprise customers across 14 countries. Specialized in a wide array of premium services including Business Automation, Industrial Digitization, Low code Development, Cloud Services, Warehouse Automation & Strategic Outsourcing.
<br><br>
Founded in 2014, Advansys is part of the INTRO Group, a private conglomerate established in 1980 with diverse investments across different business areas, oil and gas, real estate, specialized engineering, financial investment, Food & manufacturing.
<br><br>
<b>Description:</b><br>
<ul>
<li>Provide first-level technical support for IT-related issues, assisting users via phone, email, and in-person.</li>
<li>Troubleshoot hardware and software problems on desktops, laptops, and peripherals.</li>
<li>Install, configure, and maintain computer systems and software applications.</li>
<li>Manage user accounts, including setup, modification, and deactivation of accounts in Active Directory.</li>
<li>Document and track support requests using the ticketing system, ensuring timely resolution.</li>
<li>Assist in the deployment of IT equipment and ensure systems are operational.</li>
<li>Implement and maintain security measures to protect sensitive data and network integrity.</li>
<li>Participate in team projects, providing support and input on system configurations and upgrades.</li>
<li>Conduct training sessions for users on software applications and IT best practices.</li>
<li>Stay updated on the latest technology trends and IT practices to provide the best support.</li>
</ul>
<b>Requirements:</b><br>
<ul>
<li>Bachelor's degree in Computer Science, Information Technology, or a related field.</li>
<li>3+ years of experience in an IT support or technical support role.</li>
<li>Strong understanding of desktop operating systems (Windows, macOS) and common software applications.</li>
<li>Experience with hardware troubleshooting and repair.</li>
<li>Knowledge of networking concepts and basic network troubleshooting.</li>
<li>Monitoring & Logging Tools: Knowledge of tools like Zabbix, Nagios, PRTG, or SolarWinds.</li>
<li>Familiarity with compliance standards (ISO 27001, GDPR, etc.).</li>
<li>Proficiency in PowerShell, Bash, or Python for automation tasks.</li>
<li>Familiarity with ticketing systems for tracking support requests.</li>
<li>Excellent communication and customer service skills.</li>
<li>Ability to work independently as well as in a team environment.</li>
<li>Certifications such as CompTIA A+, HDI Support Center Analyst, or similar are a plus.</li>
</ul>


Senior IT Support Engineer

Motive

<div><div><p><b>Who we are:</b></p>
<p>
Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.</p>
<p>
Motive serves nearly 100,000 customers &ndash; from Fortune 500 enterprises to small businesses &ndash; across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.</p>
<p>
Visit gomotive.com to learn more.</p></div><div><p><b>
Who we are:
</b></p><p>Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.<br>
<br>
Motive serves more than 100,000 customers &ndash; from Fortune 500 enterprises to small businesses &ndash; across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.</p>
<p><b>
About the Role:</b></p>
<p>
Senior Technical Support Engineers manage, track, diagnose, troubleshoot, and identify root causes for customers in Technical Support. They also train, educate, assist, and guide other employees within Support and across the company, as needed. An important aspect is to identify and alert the necessary stakeholders on larger issues and trends, and understand the magnitude and scope of the issues before escalating directly to the Technical Lead/Engineering.</p>
<p><b>
What You&rsquo;ll Do:</b></p>
<ul><li>Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and customer experience.</li><li>Resolve support issues related to Motive's products.</li><li>Investigate the source of errors/bugs using the data and tools available to us. Report inconsistencies and bugs to the Technical Lead/Engineering through Jira.</li><li>Assess the impact and prevalence of issues by analyzing the data to determine the root cause.</li><li>Utilize tools developed by the engineering team to modify erroneous user/driver data for resolving technical support issues.</li><li>Providing constructive feedback to Tier 1 agents for training purposes and assisting with technical questions</li><li>Build trusting relationships with customers by communicating openly and interactively over phone chat and emails.</li></ul>
<p><b>
What We&rsquo;re Looking For:</b></p><div><br>
<ul><li>2 -3 years of experience in Customer Support, technical support, or software development, preferably customer-facing roles.</li><li>Bachelor's Degree in Computer Science/Engineering or equivalent practical experience.</li><li>Familiarity with the software development process and tools for a SAAS-based product.</li><li>Candidate must possess technical knowledge/troubleshooting skills anda willingness to learn and excel</li><li>Candidate should be able to perform an in-depth root cause analysis</li><li>Basic knowledge of SQL and Python is a plus</li></ul></div></div><div><p><i>
Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.</i></p><p></p><p><i><br>
</i></p><p><i>
The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. </i><i>It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.</i></p>
<p>
#LI-Remote</p></div></div>

Senior Technical Support Engineer, MCS

Saviynt

<div>
 <p>
  <br/>
  <strong>
   WHAT YOU WILL BE DOING
  </strong>
  <ul>
   <li>
    Communicate with end users/businesses to explain the issue(s) and solutions for
   </li>
   <li>
    implementation related questions
   </li>
   <li>
    ● Provide technical analysis for the production incidents, resolution, and root cause
   </li>
   <li>
    analysis for the incidents
   </li>
   <li>
    ● Publish knowledge articles for the incidents and service requests, prepare technical
   </li>
   <li>
    documents for the standard operating procedures
   </li>
   <li>
    ● Identify, debug and troubleshoot break fix issues and take it to a resolution
   </li>
   <li>
    ● Respond and resolve issues within agreed service levels
   </li>
   <li>
    ● Work closely with Engineering and DevSecOps teams for activities related to
   </li>
   <li>
    supporting the IAM and CPAM service offerings
    <br/>
   </li>
  </ul>
  <p>
   <br/>
  </p>
  <strong>
   WHAT YOU BRING
  </strong>
  <ul>
   <li>
    Strong Domain knowledge in Identity and Access Management (IAM)
   </li>
   <li>
    ● Hands-on experience in configuring and deploying one or more IAM tools like Saviynt,
   </li>
   <li>
    Sailpoint, OIM or ISIM
   </li>
   <li>
    ● Knowledge and experience in invoking REST/SOAP web services using tools such as
   </li>
   <li>
    Postman
   </li>
   <li>
    ● Database : Extensive experience in database operations &amp; SQL
   </li>
   <li>
    ● Strong hands-on experience with Scripting (ex. Shell, Javascript, Python, Groovy)
   </li>
   <li>
    ● Basic knowledge of operating systems such as Linux, Unix &amp; windows
   </li>
   <li>
    ● Prior experience integrating with any SSO providers
   </li>
   <li>
    ● Experience working with global Customers and strong customer focus
   </li>
   <li>
    ● Excellent written and verbal communication skills
   </li>
   <li>
    ● Keywords: Cloud, Java, Scripting, Linux, SQL
   </li>
   <li>
    ● Minimum 5 years experience in implementing various IGA solutions
    <br/>
   </li>
  </ul>
 </p>
 <p>
  <br/>
 </p>
</div>


Engineer/Senior Technical Support Engineer

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