Principal Technical Support Engineer

·       Roles and Responsibilities:

·       Technical troubleshooting/ debugging experience, programming experience, knowledge in a database, SQL queries.

·       Total 11 to 15 years of work experience

·       Minimum 3+ years of strong product implementation experience (SSL, multi-tier architecture)for an enterprise-class product.

·       Minimum 4 years solid support or technical service delivery experience to global customers

·       Well versed in enterprise product architecture.

·       Ability to understand and articulate the customer requirement well

·       Extremely customer focused and excellent at customer management

·       Deal with ambiguity and resolve issues by leveraging the technical and product knowledge

·       Be on top of the AA products, offerings and day to day business operations

·       Provide feedback on an ongoing basis and coach engineers on improving communication skills, technical ability and speed of customer and internal deliverables.

·       Provide technical assistance to the team members and help to expedite resolution of customer issues

·       Develop self and teams technical skills through active participation in relevant events, training, mentoring and communities.

·       Participate in a technical discussion with customer

·       Escalation management

·       Perform implementation of solutions in complete IT infrastructure environment including HA and DR deployment.

·       Perform business consulting to propose a solution to meet organization’s security practices.

·       Conduct thorough analysis/consultation of customer’s business requirement

 Requirements:

·       Bachelor’s degree in Information Technology, Computer Science or equivalent

·       Proven working experience in Enterprise Application Technical support

·       Working knowledge of Windows systems, Visual Studio, C#, IIS troubleshooting, Citrix, Virtual Environments.

·       Basic knowledge of Database, VB/Java scripting, Excel macros

·       Basic knowledge about Active Directory, Windows Server 2012 onwards, Cluster

·       Working knowledge of HADR

·       Strong problem-solving and multi-tasking skills

·       Excellent client-facing skills

·       Excellent listening skills

·       Excellent written and verbal communication skills

·       Ability to speak and write clearly and accurately

·       24 x 7 rotating shifts

All your information will be kept confidential according to EEO guidelines.