Looking for Technical Support Engineer

Company : InsideView

Website : www.insideview.com

Eligibility : Bachelor’s Degree

Experience : 3-5 years

Location : Hyderabad

Job Role : Technical Support Engineer

Company Profile :

InsideView enables an informed world where people have productive conversations powered by the best market intelligence. We provide B2B organizations data, social and news insights, and business connections on their customers and leads. As the world’s leading market intelligence platform, InsideView triangulates company and contact data from over 40,000 sources and delivers it directly into key business applications. Our solutions are used by more than 500,000 sales, marketing and other professionals in over 20,000 companies, including Adobe, Rosetta Stone, and Zuora.

Job Description :

  • Own support cases and manage customer expectation till end resolution as per defined SLAs
  • Respond to general inquiries and technical troubleshooting requests related to key management, throttling, usage and authentication
  • Work with customers to reduce troubleshooting requests to simple and reproducible test cases, such as a standalone executable, script, or PostMan request
  • Document each case fully by following established processes
  • Work with Engineering team to triage & escalate product defects and recommend solutions
  • Work with Product Management team to recommend feature enhancements
  • Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the support team
  • Add design and implementation best practices to API community knowledgebase
  • Run monitoring reports for usage, performance, and/or availability

Required Skills :

  • API familiarity, ideally with REST/JSON
  • Working knowledge of UNIX shell and commands, e.g., curl, and database concepts
  • Authentication experience such as with an application authenticating with Facebook, Twitter or an OAuth2 provider is ideal
  • Strong troubleshooting and debugging skills
  • Strong networking fundamentals
  • Firm grasp of internet/web technologies, networking, and software products
  • Ability to facilitate meetings/training sessions (on-site or virtually) for both external customers and internal colleagues using online remote desktop sharing tools
  • Experience documenting troubleshooting steps, technical articles, process, community posts, etc.

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