Senior Manager Product Support Engineering
- 24/7 Customer
- 12 - 17 years
- Bengaluru
- 4 years ago
- Email to a friend
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Job Description
About Role:
As a Manager for Product Support Engineering, you'll improve our products by working cross-functionally with Development, SRE, DevOps and L1 support teams to make customers successful. You will lead a global team that provides 24x7 backline support to drive resolutions for problems and inquiries that customers report. By applying your technical experience, you will develop a deep understanding of [24]7.ai s product and services architecture while driving enhancements towards an overall better customer support experience. You will provide solutions and resolve escalations for [24]7.ai s customers, as well as advising first line support teams. Your team will also work on the backlog of customer issues and provide hotfixes and own the patch cycle. You may be required to work in a Shift Pattern or non-standard work hours if required. This may include weekend work.
Education Experience:
- Bachelor s or Master s degree with preference in Computer science.
- 12 yrs. of experience in fast-paced and dynamic SaaS Software Product Development Organization.
- 3 years of experience in managing product support engineering teams.
Responsibilities:
- Lead a team of Engineers who deliver technical support across [24]7.ai s products in the public and private cloud.
- Develop vision, goals, and priorities and work alongside the team to accomplish them. Ensure high-quality customer service and ongoing technical skill development.
- Resolve high-profile escalations and issues, improve the customer experience, and drive initiatives that increase their likelihood of success on our platform.
- Work closely with multiple Product and Engineering teams on understanding ways to improve the product. Interact with our Site Reliability Engineering (SRE) teams to drive production excellence. Advocate for our customers.
- Reproducing customer issues, file bug reports and coordinate the delivery of fixes
- Analyzing and collecting customer data: log files, Java stack traces, thread dumps, etc.
- Authoring knowledge base articles and driving internal knowledge sharing.
- Lead a team of engineers that globally ensure 24-hour customer support.
Required Skills:
- Hands-on experience with Java, C , Node.js or any other programming language.
- Good understanding of Relational Databases and one or more NoSQL database.
- Good understanding of JSON and RESTful API s.
- Exposure to web applications built using Angular or React.
- Hands-on experience with log analysis tools.
- Experience with supporting SaaS product on AWS, GCP or Azure cloud platform.
- Experience with Microservices architecture and developing API s.
Job Classification
Industry: IT-Software, Software ServicesFunctional Area: IT Software - Application Programming, Maintenance,
Role Category: Programming & Design
Role: Programming & Design
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Any Postgraduate in Any Specialization
Contact Details:
Company: 24/7 CustomerLocation(s): Bengaluru
Keyskills: Computer science NoSQL Artificial Intelligence Machine learning Log analysis JSON Customer support Customer service Product support Technical support
24/7 Customer
[24]7 is redefining the way that companies interact with consumers. The companys customer engagement platform assists several hundred million visitors across all channels, and engages in 1.5 billion conversations annually, most of which are automated. Using [24]7 solutions, many of the worlds larges...
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