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Engineer - Software Support

Latest job opening in GreyOrange | Support Engineer | Freshers job 2024

Engineer - Software Support

GreyOrange (Gurgaon, Haryana, India )

Job Description

Latest job opening in GreyOrange for Support Engineer.  Software Support is crucial in ensuring user satisfaction and resolving software-related issues. They collaborate with various teams, provide technical assistance, and contribute to improving software applications. Strong technical knowledge, problem-solving skills, effective communication, and customer focus are essential in this role.

The Software Support Engineer is responsible for providing technical assistance and support to our customers 24/7/365. This role requires excellent communication skills, problem-solving abilities, and a deep understanding of the GO Software ecosystem running the Warehouse operations. Responsibilities include Technical Support, Critical Issue Resolution, Training & Documentation, System Monitoring, and Collaboration with internal and external stakeholders. Tech Skills required are LINUX, GRAFANA, INFLUX DB, POSTGRES DB, MYSQL, SHELL/PYTHON SCRIPTING, and anything else used in GreyMatter SW.

Skills set Required for this Job :
  • B.Tech/B.E. freshers OR 6 months of experience in a 24*7 Software Support role.
  • Experience with Linux/Unix
  • Experience with SQL
  • Experience with scripting – Python/Shell.
  • Must have strong communication skills.
  • Should be comfortable with rotational shifts.
  • Should be open to travel globally – US/Europe.
  • Candidates with B1/B2 Visa will be preferred.
Job Responsibilities
  • Responsible for efficiently handling and resolving technical issues passed on by L2.
  • Ensure timely and effective action as per decided workflow basis priority and severity for each ticket.
  • Should ensure maximum issues are resolved without L4/R&D involvement.
  • Should ensure adherence to committed SLAs for each reported issue.
  • Should follow ticketing SOPs and ensure tickets are generated for R&D with all relevant technical details captured for every issue.
  • Should follow internal escalation matrix based on severity and resolution time.
  • Should ensure all relevant site-specific technical documentation and documentation regarding new product lines and/or features are accurately captured from R&D and shared with Client Service team.
  • Should support CSMs in developing an eminently capable and technically competent team of assistant client service managers and service engineers.
  • Responsible for creating and monitoring software and hardware component-wise reliability metrics for each installation.
  • Should develop a framework to predict potential/future failures and ensure requisite preventive measures are taken

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Additional Information

Job Location(s)

Gurgaon, Haryana, India


0 - 2 Years


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Job Type/Timing

Job Type: In Office Job Timing: Full Time

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