Application Support - Tier 2

Applications Support Engineer - Tier 2

Location :  Bengaluru Shift Timing : Permanent Night Shift (12 AM - 9 AM)

Job Mode :  Remote currently, Candidate should be open to working from office once return to office is implemented.

Experience :  2-4 Years

Job Description -

As an Application Support Engineer for the Google Cloud Systems Production Support Systems Team, you'll provide front-line technical soware support to customers, partners, and internal users and teams who use a variety of proprietary tools and applications, along with Salesforce CRM. You'll triage support tickets from dierent queues, and work with customers to gather information and have the ability to triage and troubleshoot the issue that they're experiencing. This includes driving an issue towards resolution, engaging with internal teams, and escalating cases when needed. The candidate should have experience with identifying and diagnosing issues, a good grasp of web technologies, strong customer service instincts, and strong communication skills.

• You would be responsible for : Triage, troubleshoot, and resolve customer issues in multiple queues with competing priorities. This includes issues with various internal proprietary tools, Google Cloud tools and applications for external customers, Salesforce CRMs, browser issues, and other technical problems encountered by enterprise Google Cloud customers.
• Interacting with users, customers, and team members via wrien communication, primarily through a customer support ticket.
• Research problems and solutions, and collaborate with several team members and subject maer experts, collaborate with peripheral teams such as : order management, deployment, sales, and partner programs to pinpoint the root cause of complex soware issues or recommend feature requests.
• Work with internal customers, including the Google Cloud sales and marketing, and support teams, who use Salesforce CRM. Assist with elding questions and resolving access or technical issues involving the sales process in Salesforce, provision users with access.
• Work with external customers and partners, who use Google applications and tools for enterprise customers. Assist with access or technical issues, provision customers & partners with access to these applications and tools.

Requirements :

Skills Required

Application Support