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Service desk Engineer

Service desk Engineer

EVERSANABengaluru, Karnataka, India
7 hours ago
Job description

Job Description

Position :

Reporting to the Senior Project Manager of Product & Engineering Technical Support Engineer will join a team that uses cutting-edge technology to solve challenges for both the front-end and back-end architecture and deliver exceptional experiences for clients and users. We’re seeking a highly motivated Technical Support Engineer ready to work with new technologies and architectures in a forward-thinking organization constantly pushing boundaries. The ideal candidate has experience diagnosing and troubleshooting technical problems and ensuring customer delight. Ultimately, you are the person our customer’s trust. They rely on you to provide timely and accurate solutions to their technical issues.

Responsibilities :

  • Work with development teams and product managers to support software solutions, products, and platforms.
  • Monitor service requests and incidents related to software development and data ingestion using ITSM tools (e.g., ServiceNow, Jira Service Management).
  • Support data ingestion platforms and ETL processes by investigating ingestion failures, access issues, or permission errors.
  • Providing customers with support via desktop solutions, chat functions, emails, and calls.
  • Assisting customers with account setup and application installations.
  • Taking ownership of customer issues reported and seeing problems through to resolution.
  • Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
  • Coordinate with DevOps, infrastructure, and data engineering teams to ensure system availability and performance.
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Troubleshooting technical issues by asking customers targeted questions.
  • Troubleshoot technical issues or questions reported by customers.
  • Providing customers with step-by-step guidance to resolve technical problems.
  • Following up on technical queries and providing prompt feedback.
  • Prioritizing customer queries and escalating serious technical issues to developers and engineers.
  • Documenting error reports and monitoring performance metrics.
  • Perform root cause analysis for production errors and recommend improvements.
  • Prepare accurate and timely reports.
  • Maintain knowledge base articles, runbooks, and self-service documentation.
  • Participate in all aspects of agile software development, including design, implementation, and deployment.

Requirements :

  • One year of experience in software development, data engineering technical support, or quality assurance
  • Attention to detail and ability to work simultaneously on multiple priorities.
  • Ability to work independently and as a team player.
  • Ability to understand others and clearly express thoughts.
  • Ability to manage multiple concurrent objectives, projects, or activities.
  • Ability to work is shifts as part of Service Desk to support global base of clients.
  • Strong communication, presentation, and interpersonal skills.
  • Working knowledge of databases and SQL
  • Proactive in contributing to organizational success.
  • Willingness to learn MS .NET, Snowflake, JavaScript framework Vue.js, Azure, AWS, Google cloud, Python, R, PostgreSQL.
  • Exposure to design and development of SaaS platforms is a plus.
  • Understanding of web development / performance issues and mitigation approaches is a plus.

    • Qualifications

  • Bachelor's degree in Engineering, Technology, Computer Science
  • 1-2 years of relevant experience
  • Healthcare (Pharma, Hospitals, Payers) experience is a plus.

    • Work Perks

  • Competitive Wages

    • Above market salary structures as part of our total rewards program

  • Retirement Resources

    • Generous employer matching retirement solutions

  • Health & Wellness

    • Leading health, dental and vision insurance products

  • Continuous Education

    • Employer-funded tuition reimbursement

  • Global Workplace Flexibility

    • Remote and hybrid work across the globe

  • Paid Time Off

    • Generous paid time off including company holidays

  • Training & Development

    • Company provided training and development

  • Employee Assistant Programs

    • Offering financial, work-life balance, legal solutions and more to employees at no cost 24-7-365

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    Service Desk Engineer • Bengaluru, Karnataka, India