Process Associate - Developer Support Engineering (DSE)

Genpact (NYSE : G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

We are inviting applications for the role of Process Associate, Developer Support Engineering (DSE)

The Developer Support Engineering (DSE) team ensures global support coverage to our software developers’ community, coding and maintaining applications and databases. The team comes from a variety of Information Technology backgrounds, from entrepreneurs to full stack developers. Although our backgrounds are different, we all have one thing in common, the desire to help the software developer’s community all around the world through the software development of innovative new tools, which help make engaging with external developers a more connected and smoother experience.

As a Developer Support Engineer, you will be working closely with Software Engineers, providing coding and technical support to the developers, helping them to ensure a high-quality experience to their users. We are looking for someone who is passionate about coding and solving problems. This role is perfect for someone who has been in the Information Technology (IT) industry providing technical support and wants to take on a new challenge.

Responsibilities :

• Develop and maintain various products / software’s by using APIs, SDKs, and platform plugins.
• Software coding and troubleshooting issues with PHP, Python and JavaScript coding languages.
• Query and maintain SQL database tables.
• Manage technical product issues and escalations, delivering the highest level of customer satisfaction making use of software development methodologies, such as Lean and Six Sigma.
• Work closely with Software Engineer Developers to understand their needs and develop solutions.
• Understand and analyse High End Metrics as productivity, utilisation, Turn Around Time, Transfer & Escalation Rates, etc.
• Perform data analysis with a Use Case submission to visualise trends, provide solutions and mitigate issues.
• Ramp-up and train new hires in the process including E2E knowledge base Management.
• Stakeholder Management - Work collaboratively with both Internal, External stakeholders.
• Responsible for team's operational metrics and will quo own with FLM and drive teams' knowledge.

Qualifications we seek in you

Minimum qualifications

Preferred qualifications