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Customer/Product Support Engineer

Company: Intelliswift Software Inc
Location: Austin
Posted on: August 1, 2020

Job Description:

What You'll Do First point of contact for customer concerns relating to technical issues with the E-commerce application. Customer advocate and represent their needs with internal product and engineering teams. Provide timely responseresolution to technical, product and cloud infrastructure inquires. Provides resolutions within established Service Level Agreement Guidelines. Trouble-shootqualify cases before advancing it to engineering. Answer questions regarding product functionality and usage. Work high priority technical incidents and critical outages. Product content creation (KB articles, whitepapers, forum participation). Provide knowledge transfer sessions to help reduce critical issues. What You Need To Succeed 5 years of experience in an enterprise software or cloud support environment. Understanding of modern web technologies and relationships between them Linux, Apache, MySQL, PHP, NGINX, Redis, DNS, CDN and SSL. Experience troubleshooting web application and performance issues. Ability to analyseextrapolate issues via logs and other sources of information to provide infrastructure and application teams a good starting point for in depth reviews. Strong knowledge of the Linux command line. Relational database skills Familiarity with MySQL and database queries. Familiarity with programmingscripting languages such as PHP, Node.js, Perl, Java and Python. Familiarity of e-Commerce application, or any other eCommerce Platforms (Support, Site Development or QA role). Strong organizational and time management skills including multi-tasking and prioritizing job duties. Proficient in technical problem-solving methodologies. Ability to adapt and change in a dynamic environment. Excellent (oral and written) communication skills in English. Intelliswift Software is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity andor expression, genetic information, marital status, status with regard to public assistance, veteran status or any other characteristic protected by federal, state or local law.

Keywords: Intelliswift Software Inc, Austin , Customer/Product Support Engineer, Other , Austin, Texas

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