Sutherland

Product Support Engineer

Sutherland

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇮🇳 India

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Job Level

Mid-LevelSenior

Tech Stack

PostgresUnix

About the role

  • Lead end-to-end triage and resolution of tickets submitted by users of the Trove custom apps
  • Assess severity, provide workarounds, and escalate if necessary
  • Learn the workflow of the custom Trove apps and provide clarification and guidance to issue reporters
  • Debug and resolve integration issues between Trove's platform and customers' existing e-commerce systems, including API connections, webhook failures, and data synchronization problems.
  • Provide timely updates for stakeholders on the status of issues
  • Ensure that the pertinent stakeholders are looped in to ensure that issues are resolved within the agreed SLAs
  • Track statistics on Jira Service Manager tickets to identify recurring issues and trends to help Product and Partner Management teams identify enhancements that provide the greatest value
  • Respond to ad-hoc questions from Trove team members about the technical functionality of Trove custom apps
  • Record triage and resolution activities in the Production Support knowledge base to help resolve similar issues more efficiently.

Requirements

  • Fluent in English with strong written and verbal communication skills.
  • Practical experience navigating UNIX file systems and executing command line
  • Practical experience using PostgreSQL to locate and view data (select, join, order by)
  • Practical experience with issue ticketing systems like Jira Service Manager / Zendesk
  • Practical experience using the Chrome Developer Tools
  • Enjoy diving deep into technical details to troubleshoot complex problems and establish scalable processes that work for all users.
  • Approach support with a sense of collaboration and kindness
  • Work well cross-functionally with a variety of teams
Benefits
  • Health insurance
  • Retirement plans
  • Paid time off
  • Flexible work arrangements

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
UNIXPostgreSQLAPIwebhookdata synchronizationJira Service ManagerZendeskChrome Developer Toolstroubleshootingticketing systems
Soft skills
communicationcollaborationproblem-solvingcross-functional teamworkkindnessguidanceclarificationtimely updatesstakeholder managementattention to detail