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Circadian Ventures
Circadian Ventures
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companies
36
Jobs

Sr. Application Support Engineer

ketteQ

ketteQ

Software Engineering, Customer Service
Remote · India
Posted on Wednesday, May 31, 2023

Responsibilities

  • Manage client requests via customer support portal, email, phone, and video calls
  • Work with the client to establish the right priority of the issues
  • Ensure that all service requests are responded to as per the defined SLAs
  • Validate customer reported issues in customer production environment
  • Diagnose and troubleshoot incidents across a wide array of services and functional areas
  • Drive issues and problems toresolution
  • Perform Root Cause Analysis of issues
  • Escalate to internal teams as needed
  • Understand client’s enhancements request and work with the R&D team to prioritise these requests
  • Monitor the system
  • Configuration management of applications
  • Provide user training as needed
  • Participate in calls between the client and the implementation or R&D team