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Senior Technical Support Engineer

ConfidentialHyderabad / Secunderabad, Telangana, India

9 days ago

Job description

About Worksoft

Worksoft empowers business and IT to deliver flawless applications faster and more efficiently with the ability to Capture, Automate & Run end-to-end business processes in pre-production and production environments.

Our solutions ensure business process quality and resilience by automating tests for SAP, Oracle, and other enterprise applications. Recognized by global enterprise customers and top system integrators as the 'gold standard' for SAP automated testing.

Worksoft's automation is embedded into their ERP practices to support Agile, DevOps, and SAFe methodologies and accelerate digital transformations.

About The Role

We are seeking a proactive and experienced Senior Technical Support Engineer to be embedded at a key customer site. This role is critical in ensuring that our products and services consistently meet both internal standards and the customer's expectations and to work directly with the customer's team in the deployment, monitoring and operations of the products. The ideal candidate will act as the primary quality liaison between our organization and the customer, driving planning, deployment, upgrade, operations, continuous improvement, compliance, and customer satisfaction.

Key Responsibilities

Serve as the on-site quality representative, maintaining strong relationships with customer stakeholders.
Assist the customer in the planning of the infrastructure supporting the product suite, deployment of the products, as well as monitoring the platform and the underlying infrastructure
Monitor and ensure compliance with customer-specific quality requirements, industry standards, and regulatory guidelines.
Lead root cause analysis and corrective / preventive action (CAPA) processes for quality or operational issues.
Facilitate audits, inspections, and quality reviews with the customer and internal teams.
Implement and maintain Total Quality Management (TQM) principles and continuous improvement initiatives.
Analyze quality data and trends to identify areas for improvement and risk mitigation.
Coordinate with cross-functional teams (engineering, production, logistics) to resolve quality concerns, including with product, engineering, and QA teams to escalate bugs, recommend improvements, and ensure timely fixes
Develop and deliver quality training programs for on-site personnel.
Prepare and present regular quality performance reports to both internal leadership and the customer.

Required Skills & Experience

5+ years in technical support roles, preferably for complex enterprise application of infrastructure products.

Understanding of data center infrastructure (compute, storage, networking, databases), virtualized infrastructure (HyperV specifically) and public cloud (AWS)

Experience with database management systems (particularily MSSQL) and database monitoring

Minimum 5 years of experience in customer support, preferably in an infrastructure product company.

Excellent problem-solving, analytical, and communication skills.

Ability to work independently and manage multiple priorities in a dynamic environment.

Experience mentoring junior team members is a plus.

What We Offer

Opportunity to work on cutting-edge cloud and storage technologies with top enterprise clients.

Collaborative and supportive team environment with focus on professional growth.

Competitive compensation and benefits package.

Experience : minimum 7+ years

Mode of Work : Onsite

Reports To : CTO

Location : Hyderabad

Employment Type : Full-Time, Onsite (customer site)

What Sets us Apart

Opportunity to make a difference in a rapidly growing company while working directly with enterprise customers

You will be challenged and encouraged to broaden your skills in a strategic customer-facing role

Great health benefits, PTO, and holiday policies

Professional development opportunities and exposure to cutting-edge enterprise technologies

Direct impact on customer success and platform optimization

WORKSOFT VALUES

Team No egos here ... just great people, fun, flexibility and trust.

Respect We welcome, we include, and we respect everyone.

Urgency Have the courage to take risks. Uncover Opportunities and seize the moment.

Success Take ownership, drive innovation and deliver results.

Truth Honesty, integrity and ethical behavior are our truths.

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Skills Required

Datadog, Sql, Ticketing Tools, Splunk, Monitoring Tools, Integrations, New Relic, zendesk, Aws, Servicenow, Azure, Gcp, Apis

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Technical Support Engineer • Hyderabad / Secunderabad, Telangana, India