Engineer - Product Support - Infra

At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. We hire innovators with passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com.

The Product Support Engineer role analyzes and evaluates technical problems and/or functionality questions within the software based on the application, data source or integration with external applications. The role determines the best course of action to resolve the problem or inquiry.

We are looking for Technical Support for Tier 2 Infra Support team who provided end to end troubleshooting of product issues. Provide consulting and Knowledge transfer to Tier 1 as well as field engineers.

• →Tier 2 support of Infra related issues
• →Excellent verbal and written English communication Skills
• →Good customer management skills and analytical skills.
• →End to end ownership of all product related issues
• →Customer handling (Internal and External)
• →Open to work in 24x7 environment.
• →Knowledge transfer to peers
• →Handle case escalations
• →Administration and maintenance of Enterprise level Application will be an added advantage
• →Experience in log analysis, preferably with enterprise level application servers 
• →Strong communication skills written and verbal experience in documenting customer issues with ability to tailor the explanation of technical concepts to the audience, may be required to author technical articles to document found solutions
• →Knowledge on Web Servers (IIS, Web logic, Apache Tomcat) would be plus
• →Good knowledge of Windows operating System (Active Directory, DNS, DHCP) would be plus
• →Be required to participate in on-call rotations

• At least 3-5 years’ experience of providing technical post-sales support service to clients, preferably gained from within the contact center environment
• Expertise in any of two areas mentioned below along with very good communication and customer handling skills. 
  • Network (Wireshark/Cisco/Avaya).
  • SQL
  • Security (SSL/certificate)
  • Installation & configuration (experience installing product X, troubleshooting installation issues).
  • Supporting complex product/ experience with supporting enterprise product.
  • System engineer/product support/network engineer
  • Troubleshooting webserver issues (IIS,Weblogic,Tomcat,Apache)
• Administration and maintenance of Enterprise level Application will be an added advantage
• Experience in log analysis, preferably with enterprise level application servers 
• Strong communication skills written and verbal experience in documenting customer issues with ability to tailor the explanation of technical concepts to the audience, may be required to author technical articles to document found solutions
• Knowledge on Web Servers (IIS, Web logic, Apache Tomcat) would be plus
• Good knowledge of Windows operating System (Active Directory, DNS, DHCP) would be plus
• Be required to participate in on-call rotations