As a Senior Member Technical Staff, you will provide Product support and guidance to customers working with the Model N Revenue Management suite, post-implementation. This includes diagnosis of issues, providing workarounds, hotfixes and testing them. The technology in use at Model N is servlet-based Java, running on AWS, using an Oracle database. We have a full-featured persistence framework based on XML specifications and implemented in Java. We also have a full-featured application component system, also based on XML specifications, and implemented in Java. We make extensive use of Java, XML, SQL, and JavaScript.
Job Responsibilities
- Work closely with fellow support team members in India and United States to provide excellent customer support across multiple Model N customers
- Work directly with staff in product development, and product management who may be involved in specific cases reported by customers.
- Use systematic methods to triage, research, diagnose, and provide workarounds or solutions to both technical and functional issues with the product.
- Provide feedback internally on root causes, issue patterns, and recommended changes to processes, tools, and configurations to improve the overall customer experience with the product.
- Adhere to agreed response time and resolution time SLAs.
- Update case records in the online support case tracking tool in a timely fashion with appropriate detail
- Document, develop and review content for knowledgebase.
- Help test problem resolutions and defect fixes.
Job Qualification
- Overall 5+ years of IT experience in providing Product/ technical support for packaged enterprise-level software to large corporate clients (preferably Global 2000)
- Java development experience
- Strong SQL skills including hands-on experience with Oracle and/or SQL server.
- Experience with web-based technologies – HTML, XML, CSS, jQuery, JavaScript
- Experience with UNIX, Linux, Windows and MS Office Tools
- Ability to grasp new concepts quickly, and excellent problem-solving skills
- Strong debugging skills
- Ability to multi-task and work on multiple critical and high cases/tickets at the same time
- Good written and spoken English skills
- Excellent interpersonal skills
- Ability to troubleshoot overall performance issues involving database, application, and reporting servers is a plus
- BE/BTech or ME/MTech