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Senior Engineer, Product Support IRC214432
| Job | IRC214432 |
| Location | India - Gurgaon |
| Designation | Engineer |
| Experience | 3-5 years |
| Function | Product Support |
| Skills | Desarrollo De Aplicaciones J2EE, Java, JavaScript |
| Work Model: | Hybrid |
Description
Drive measurably high levels of customer satisfaction that lead to customer loyalty and
retention
• Provide customer support via telephone and portal
• Acts as a customer advocate ensuring all customers’ voices are heard
• Liaise with engineering/product management to ensure customers’ desires for future product
development are heard
• Address customer concerns and questions, large and small, in an effective and timely manner
• Understand the real-world impact that issues and defects have on customers
• Work closely with customers to understand their business and how best to assist them in
using Adobe Experience Manager
• Assist in testing new and enhanced product features
• Manage incidents professionally and within stated timelines
• Accurately record and maintains incident in accordance with department standards
• Troubleshoot, validate and report customer-submitted bug reports
• Assist Engineering staff in resolving product issues
• Participate in department team meetings
• Assist in special projects and other duties as assigned
Requirements
Either a Bachelor’s or Masters’s degree in Computer Science plus 2-4 years of experience in the
Web and/or ECMS technologies space
• Strong knowledge of Web technologies especially JAVA/J2EE (e.g. coding, garbage collection
tuning, heap dump & thread dump analysis) and JavaScript, Content Management Systems
(CMS), website architecture
• Proficiency in HTML, DHTML, CSS, XML, AJAX, JQuery, Apache & IIS
• Working knowledge of different OS including WIN, UNIX, LINUX, Solaris
• Experience and ability to conceptually understand the implications and propose architectures
for large-based solutions of different sizes, their implications on the solution concept and
development as well as understanding the impact of caching and other performance-related
measures
• Support all kinds of product-related issues e.g. architecture, infrastructure, functionality,
development, integration, migration, etc.
• Analyzing critical issues for providing RCA and taking corrective measures to avoid recurrence
of similar issues
• Recognizing areas that require patching and upgradation for fixing vulnerabilities
• Excellent oral and written communication skills; the ability to articulate technical solutions
and how they can solve customer business problems for all audiences including non-technical
• Effective dialogue building skills; listening, good Q&A skills
Job Responsibilities
• Drive measurably high levels of customer satisfaction that lead to customer loyalty and
retention
• Provide customer support via telephone and portal
• Acts as a customer advocate ensuring all customers’ voices are heard
• Liaise with engineering/product management to ensure customers’ desires for future product
development are heard
• Address customer concerns and questions, large and small, in an effective and timely manner
• Understand the real-world impact that issues and defects have on customers
• Work closely with customers to understand their business and how best to assist them in
using Adobe Experience Manager
• Assist in testing new and enhanced product features
• Manage incidents professionally and within stated timelines
• Accurately record and maintains incident in accordance with department standards
• Troubleshoot, validate and report customer-submitted bug reports
• Assist Engineering staff in resolving product issues
• Participate in department team meetings
• Assist in special projects and other duties as assigned
We Offer
Exciting Projects: We focus on industries like High-Tech, communication, media, healthcare, retail and telecom. Our customer list is full of fantastic global brands and leaders who love what we build for them.
Collaborative Environment: You Can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!
Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules, opportunities to work from home, and paid time off and holidays.
Professional Development: Our dedicated Learning & Development team regularly organizes Communication skills training(GL Vantage, Toast Master),Stress Management program, professional certifications, and technical and soft skill trainings.
Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, Group Term Life Insurance, Group Personal Accident Insurance , NPS(National Pension Scheme ), Periodic health awareness program, extended maternity leave, annual performance bonuses, and referral bonuses.
Fun Perks: We want you to love where you work, which is why we host sports events, cultural activities, offer food on subsidies rates, Corporate parties. Our vibrant offices also include dedicated GL Zones, rooftop decks and GL Club where you can drink coffee or tea with your colleagues over a game of table and offer discounts for popular stores and restaurants!