CURRENTLY WE ARE LOOKING FOR THESE POSTS: POST: Product Support Engineer – Senior Software Engineer Role: Work on incident tickets raised on REAL Suite of products and resolve them by adhering to support SLA Own and execute day-to-day operations including scheduled and adhoc maintenance of the production system Collaborate within support group and other organizations of Altisource to provide quality service to both internal and external customers Contribute to efficiency and effectiveness of the business through excellence in execution Achieve career growth and professional development by building individual and team capability Be an advocate of change to improvise operations and business continuously Work closely with product engineering teams on technical design issues and product changes Drive efforts to improve Support SLA for supported products Responsibilities: Product Maintenance & Support ==================== Responsible for providing technical support for REAL suite of products Own and execute both reactive and proactive maintenance activities on production environments Work and resolve reported product and production issues Operations Effectively communicate status, metrics and issues on a regular basis Act as mentor and role model for support engineers; provide direction to others, review solutions and articles Actively participate in knowledge sharing and knowledge-base creation Develop technical knowledge base of repeated and complex issues Understand business issues and technical problems, and come up with smart, solutions for the same Should be able to complete assigned tasks in a timely & efficient manner Effective Communication ================ Manage customer escalations and recognize when to solicit additional help Participate in highest-level technical discussions with product teams to resolve product issues and represent customer segments. Focus is on future need Demonstrate ability to recover from dissatisfied-customer situations in collaboration with the manager Utilize effective verbal/written skills to communicate with customers and peers Make effective technical presentations Product Improvement Participate in product releases through release document review, deployment, setting up and configuring environments Participate in architecting and deployment of new features in the product Continuously contribute to product enhancement both from business and technical perspectives
Posted on: Sun, 08 Sep 2013 10:50:52 +0000
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