Technical Support Engineer Resume

SUMMARY:

Motivated self - starter technical support engineer with 6+ years of experience in providing excellent customer support for enterprise software products.
Adept at supporting the product in various environments out in the field through the entire lifecycle.
Possess strong analytic skills, extensive technical proficiency and a penchant for solving complex problems with innovative solutions.
Highly instrumental at figuring out root cause and subsequently finding a solution to tide over the current production issue and at the same time work with engineering for a long-term solution.

SKILLS & TOOLS:

Jira, Salesforce, WebEx, GoToMeeting, HyperV, SQL, C++, JAVA, HTML, DHTML, Web-services, AWS, IIS, Linux and Windows troubleshooting, Networking, Windows Sysinternals suite.

WORK EXPERIENCE:

Confidential

Technical Support Engineer

Responsibilities:

Provide support for Confidential software product.
Work as a Hybrid support engineer for Front End and Back End teams.
Document all the issues as knowledge base articles.
Research using a various resource including documentation, knowledge base, bug database, source code and worldwide technical support team via forums.
Provide support for JDBC/ODBC drivers, 4GL, SQL, OEM, client-server issues.
Attend Scrum and Sprints meeting to discuss about known issue and upcoming new feature in release.

Confidential

Sr. Technical Support Engineer

Responsibilities:

Part of worldwide geo-distributed technical support team.
Make extensive use of Confidential 's SAAS & Jira to manage customer issues and escalations.
Manage customer relationships and provide timely and regular updates on issues filed.
Track and escalate engineering bugs and enhancement requests in Jira.
Work directly with Product Management team and act as a liaison between customer and engineering.
Extensively file and review knowledge base articles in the team.
Provide training to all new hires and first line support.
Key to a timely resolution is the ability to reproduce the errors or functional issues that the customer is facing. My excellent listening capabilities combined with my analytical skills and in-depth knowledge of our product helps me reproduce these easily in our lab.
Comfortable with setting up Virtual Machines (VMWare - HyperV, ESXi) for environment setup, Remote Login (WebEx etc),
Immediate goal is to unblock the customer followed by a long-term fix. In depth knowledge of the product helps me quickly assess and provide options.
Collaborate with engineering, QA, Professional Services and product management to verify the fix (across multiple environments) and release to customer.

Confidential

Technical Support Engineer

Responsibilities:

As a key member of global enablement and response team for successful migration of an enterprise CRM application from Seibel to Sales Force platform.
I was in-charge of addressing, coordinating, and managing all aspects of worldwide escalated technical issues. Successfully managed issues priorities, customer expectations, developer discussions and issue turnaround time.

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