Application Support Engineer

Job Title: Application Support Consultant

Location: Chennai / Bengaluru

We are seeking a meticulous and seasoned Technical Support Consultant to join our growing Global Support team. In this pivotal role, you'll be instrumental in delivering exceptional customer support and technical guidance. With a primary focus on our customers, you'll swiftly address their inquiries and provide efficient solutions. Given our specialization in Fashion & Apparel and Food & Beverage, you'll play a critical role in empowering businesses to bring their products to market. Reporting directly to the Customer Support Lead, you will have ample opportunities to contribute to our team's success.

Responsibilities:

- Resolve customer queries and issues promptly, adhering to SLAs.

- Collaborate with R&D, Services, and Pre-sales teams to address bugs and ensure project timelines.

- Manage complex customer accounts and understand their hardware and software setups.

- React quickly to major customer issues.

- Communicate effectively with senior management and other teams.

- Foster productive relationships across teams.

- Ensure system availability and functionality for customers.

- Maintain high customer satisfaction.

- Create knowledgebase articles and document issue resolutions.

- Analyse complex problems and propose solutions.

- Establish credibility with internal and external customers.

- Achieve proficiency in Centric 8 software installation and functionality.

- Should be willing to work in 24x7 shift

Skills:

- Demonstrated expertise in customer-facing roles, coupled with strong IT troubleshooting skills.

- Helpful to have experience in software installation, database management (SQL Server, Oracle), and cloud infrastructure (AWS, Azure, Google Cloud).

- Fluency in English is essential, with additional proficiency in other languages considered a plus.

- Good time management skills

- Ability to work under pressure

Qualifications:

- Bachelors or Masters degree in computer engineering, IT, or a related field.

- Minimum of 5 years experience in a client facing, technical support role, preferably within the PLM technology or similar platform.

- Familiarity with PLM/PDM solutions and cloud infrastructure is highly desirable.

- Experience in JIRA ticketing tool and Atlassian application is a must.