Full Stack Engineer

Overview

Provide customer support for new and emerging technologies, acting as a customer-facing escalation point during pre- and post-implementation launches and handling complex, sensitive client issues.

What you'll do

• Act as the final escalation point for highly complex, visible and sensitive client issues.
• Drive positive results in customer experience through timely response and positive interaction.
• Communicate customer needs and requirements to other employees and teams.
• Provide technology expertise, work leadership and assistance to less senior staff.
• Demonstrate self-direction in meeting targets for performance metrics to achieve daily work goals.
• Act as a Customer Support liaison during implementation of customer programs to understand product, usage and technology for post-implementation support.
• Provide ongoing support and troubleshooting for installed technical solutions by analyzing a chain of events and applying technical knowledge, following established procedures and standards.
• Work within the direction and expectations of the Customer Support Work Center.
• Work closely with emerging products and emerging technologies to understand and implement support processes.
• Work highly technical and sensitive issues through to a mutually acceptable resolution by accurately assessing the issue and using critical and creative thinking.
• Build and leverage strong relationships with both internal and external customers.
• Receive highly complex escalations from Tier 2 analysts.
• Provide support as dictated by business drivers.
• Create, edit and maintain knowledge entries, including best practices entries.
• Maintain all support shared systems (virtual environments, databases and shared instances).
• Participate in other projects or duties.

What you'll need

• Minimum 2 years of experience.
• Database Management (must-have skill).
• Bachelor's or Master's degree in Management Information Systems, Computer Information Technology or a related field, or equivalent combination of education and/or experience.
• Two to four plus years of relevant industry experience.
• Professional experience in troubleshooting, maintaining or developing data-driven applications connected to relational databases, XML sources, web services and big data driven backend systems.
• Subject matter expertise in one or more of: database technology (Oracle, SQL Server, Postgres, DB2, Hana), Java, XML, web services, ERPs, network architecture, or database or application performance issues.
• Expert knowledge of supported transmission types (XML, REST, JSON) and record types within each transmission, and processing tools such as SoapUI and Postman.
• Experience with building and maintaining Big Data and Fast Data applications.
• Experience with data governance, security and operations.
• Experience with Linux and web programming, including HTTP programming, ICF framework, and web services in ABAP (SOAP, WSDLs) and Java programming.
• Experience with SAP NetWeaver architecture and integration technology.
• Understanding of VMs, NAS, Unix, shell programming and mainframe systems.
• Understanding of FTP scripting, ECG, TWS, etc.
• Understanding of Java and functional programming concepts.
• Deep understanding of and debugging experience with networking protocols.
• Excellent debugging skills across a wide variety of technologies and programming languages.
• Experience handling customer escalations and calmly working in stressful situations.
• Excellent analytical and creative problem-solving skills.
• Strong interpersonal, organizational, presentation and facilitation skills.
• Proficiency in Microsoft Office packages.

Nice to have

• Good to have skills: Java (programming language), API management, web application development.
• Experience with SAP Mobility Technology.
• Understanding of customers' use of the products is highly desired.
• Strong desire to research and study new emerging technologies.

Details

• Location: Hyderabad.
• Covers on-call duties on a rotational basis.
• Rotational shift schedule: 6:30 AM to 3:30 PM IST, or 3:00 PM to 12:00 AM IST.
• Educational qualification: 15 years full-time education.