47 Technicians jobs in Punjab

Position Title:
Senior Associate, Technical Support
Location:
Mohali, Punjab
Position Type:
Full Time

Who we are:
Roundglass is a global wholistic wellbeing company dedicated to empowering and enabling people on their personalwellbeing journey. Our mission is simple yet ambitious: to inspire the power of wholistic wellbeing to create a happier, healthier, and more joyfulworld. We work to achieve this by investing in and developing new technology, sharingknowledge, and focusing on action for the good of the individual, their community, and the wider world.
We have established Roundglass Giving, which encompasses various social impact initiatives like the Roundglass Foundation, Roundglass Sports, and Roundglass Sustain. These initiatives are dedicated to promoting wellbeing for communities and the planet.

About Roundglass Foundation
Roundglass Foundation is pursuing a bold vision to bring abundance and prosperity back to the stateof Punjab in India throughphilanthropic initiatives supporting under-served rural and urban communities. Since our founding in 2018, we have been engaged in a wide range of far-reaching projects, directly involving village communities in building opportunity and sustainable development in the region. Our Model Village and Model City initiatives have impacted the lives of 1,724,000 local people in over 1724 unique villages across the state through projects in pillars of: Sustain Punjab, Learn Punjab (Education and Sports), Her Punjab (Women’s Initiatives) and Relief. We have established Roundglass Giving, which encompasses various social impact initiatives like the Roundglass Foundation, Roundglass Sports, and Roundglass Sustain. These initiatives are dedicated to promoting wellbeing for communities and the planet.

About the role:
The Sr. Associate (Technical Support) will be responsible for providing technical, operational, and application support to Change Makers, Block Change Makers, and internal teams in Roundglass Foundation. This role involves troubleshooting issues related to the Roundglass apps & business applications, ensuring smooth onboarding, managing change requests, providing user training, and supporting basic IT and desktop operations.
The ideal candidate is passionate about technology for social good, possesses strong troubleshooting abilities, and can communicate effectively in both Punjabi and Hindi.

What you’ll do:
Application & User Support
Provide day-to-day technical support for the Roundglass apps, Business applications and related platforms.
Manage onboarding, user registration, and account activation for Change Makers and Block Change Makers (BCMs) & other associates.
Troubleshot app-related issues (login, sync, device compatibility, data errors, etc.).
Assist in resolving user tickets received via phone, WhatsApp, or email.
Coordinate with the Product & Engineering teams for bug fixes and feature rollouts.
Able to add/update configuration, master data of programs through Backoffice management console and generate pre-configured reports.
Training & Onboarding
Conduct remote and on-site training sessions for Change Makers and Block Change Makers.
Prepare user manuals, video tutorials, and FAQs for the Roundglass Apps.
Support new deployments and feature updates with structured communication and training plans.
Change & Configuration Management
Capture user feedback and change requests for continuous improvement.
Implement approved changes and updates across user groups.
Document technical and operational processes for consistency.
IT & Desktop Support
Provide basic desktop, mobile, and network troubleshooting.
Support device setup, OS updates, and connectivity issues for field teams.
Maintain records of hardware, software, and user configurations.

Skills and Qualifications
Bachelor’s degree in computer applications (BCA, B.Sc. or equivalent)
5+ years of experience in technical support, application support, or IT helpdesk roles.
Strong understanding of mobile apps, cloud-based platforms, and user management systems.
Proficiency in MS Office, MS Excel, Mobile apps troubleshooting, remote desktop tools, and ticketing systems.
Excellent problem-solving and communication skills.
Fluency in Punjabi and Hindi (required).

Why Roundglass:
Roundglass was built on the vision that wellbeing should be at the very center of our life journey. We are reimagining how the world experiences wellbeing and how companies (like our own) support the wellbeing of their people. We’re a group of talented, socially conscious, gritty, innovators using technology and human energy to create a vibrant wellnessecosystem. Together, we’vebuilt an amazing community, and we are always looking for people who share our passion.
To learn more, visit our Corporate Website.

Roundglass does not discriminate against race, color, religion, sex, sexual orientation, gender identity, gender expression, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, genetic information (including characteristics and testing), military and veteranstatus, and any other characteristic protected by applicable law.

Werely on legitimate interest as a legalbasis for processing personal information under the GDPR for purposes of recruitment and applications for employment.

Position Title:

Senior Associate, Technical Support

Location:

Mohali, Punjab

Position Type:

Full Time

Who we are:

Roundglass is a global wholistic wellbeing company dedicated to empowering and enabling people on their personalwellbeing journey. Our mission is simple yet ambitious: to inspire the power of wholistic wellbeing to create a happier, healthier, and more joyfulworld. We work to achieve this by investing in and developing new technology, sharingknowledge, and focusing on action for the good of the individual, their community, and the wider world.

We have established Roundglass Giving, which encompasses various social impact initiatives like the Roundglass Foundation, Roundglass Sports, and Roundglass Sustain. These initiatives are dedicated to promoting wellbeing for communities and the planet.

About Roundglass Foundation

Roundglass Foundation is pursuing a bold vision to bring abundance and prosperity back to the stateof Punjab in India throughphilanthropic initiatives supporting under-served rural and urban communities. Since our founding in 2018, we have been engaged in a wide range of far-reaching projects, directly involving village communities in building opportunity and sustainable development in the region. Our Model Village and Model City initiatives have impacted the lives of 1,724,000 local people in over 1724 unique villages across the state through projects in pillars of: Sustain Punjab, Learn Punjab (Education and Sports), Her Punjab (Women’s Initiatives) and Relief. We have established Roundglass Giving, which encompasses various social impact initiatives like the Roundglass Foundation, Roundglass Sports, and Roundglass Sustain. These initiatives are dedicated to promoting wellbeing for communities and the planet.

About the role:

The Sr. Associate (Technical Support) will be responsible for providing technical, operational, and application support to Change Makers, Block Change Makers, and internal teams in Roundglass Foundation. This role involves troubleshooting issues related to the Roundglass apps & business applications, ensuring smooth onboarding, managing change requests, providing user training, and supporting basic IT and desktop operations.

The ideal candidate is passionate about technology for social good, possesses strong troubleshooting abilities, and can communicate effectively in both Punjabi and Hindi.

What you’ll do:

Application & User Support

• Provide day-to-day technical support for the Roundglass apps, Business applications and related platforms.
• Manage onboarding, user registration, and account activation for Change Makers and Block Change Makers (BCMs) & other associates.
• Troubleshot app-related issues (login, sync, device compatibility, data errors, etc.).
• Assist in resolving user tickets received via phone, WhatsApp, or email.
• Coordinate with the Product & Engineering teams for bug fixes and feature rollouts.
• Able to add/update configuration, master data of programs through Backoffice management console and generate pre-configured reports.

Training & Onboarding

• Conduct remote and on-site training sessions for Change Makers and Block Change Makers.
• Prepare user manuals, video tutorials, and FAQs for the Roundglass Apps.
• Support new deployments and feature updates with structured communication and training plans.

Change & Configuration Management

• Capture user feedback and change requests for continuous improvement.
• Implement approved changes and updates across user groups.
• Document technical and operational processes for consistency.

IT & Desktop Support

• Provide basic desktop, mobile, and network troubleshooting.
• Support device setup, OS updates, and connectivity issues for field teams.
• Maintain records of hardware, software, and user configurations.

Skills and Qualifications

• Bachelor’s degree in computer applications (BCA, B.Sc. or equivalent)
• 5+ years of experience in technical support, application support, or IT helpdesk roles.
• Strong understanding of mobile apps, cloud-based platforms, and user management systems.
• Proficiency in MS Office, MS Excel, Mobile apps troubleshooting, remote desktop tools, and ticketing systems.
• Excellent problem-solving and communication skills.
• Fluency in Punjabi and Hindi (required).

Why Roundglass:

Roundglass was built on the vision that wellbeing should be at the very center of our life journey. We are reimagining how the world experiences wellbeing and how companies (like our own) support the wellbeing of their people. We’re a group of talented, socially conscious, gritty, innovators using technology and human energy to create a vibrant wellnessecosystem. Together, we’vebuilt an amazing community, and we are always looking for people who share our passion.

To learn more, visit our Corporate Website.

Roundglass does not discriminate against race, color, religion, sex, sexual orientation, gender identity, gender expression, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, genetic information (including characteristics and testing), military and veteranstatus, and any other characteristic protected by applicable law.

Werely on legitimate interest as a legalbasis for processing personal information under the GDPR for purposes of recruitment and applications for employment.

About the role:

The role involves providing L1 and L2 support by monitoring and resolving infrastructure and application alerts using tools like SolarWinds and New Relic. The candidate will coordinate with cross-functional teams, analyze logs and transactions, and ensure timely issue resolution and stakeholder communication. A background in E-Commerce, Telecom, Enterprise IT, or Banking is preferred, with basic knowledge of operating systems, databases, and monitoring tools. Strong communication skills, attention to detail, and willingness to work in night or weekend shifts are essential.

Job qualification:

Bachelor's degree in engineering/computer science with

technical understanding and experience.

• MCA in IT or Computers
• BTech or BE or MTech from non-IT & Computers stream
• BTech or BE or MTech IT or computers but do not want to get in coding and testing of IT

Experience & Technical details:

• Minimum 2+ years of experience in E-Commerce/Telecom/Enterprise IT / Banking industry
• Monitor scheduled alerts (infra & application) on mails or via system like solarwinds, new relic etc
• Once alert is received on basis of criticality connect with right teams over email or chat
• Follow up with teams through the alert while it gets fixed
• Communicate to stake holder until issue is fixed
• Optimize the alerts on continuous basis to avoid unwanted and unnecessary alerts
• Maintaining and updating technical documentation and SOPs
• Attention to detail, a proactive approach while working on alerts
• Complete ownership of L1 and L2 support
• Understanding the functioning of the system.
• Collaborating with other verticals.
• To check/Analyze the transactions and logs and device settlements.
• Monitor process and software changes that impact production support
• Experience in providing L2 level support to customers (medium to large).
• Experience in analysis application logs for errors and corrections.
• Understanding and exposure to DB (Oracle, Mongo DB, Sql) will be added advantage.
• Knowledge on Python, selenium tools for automation will be added advantage.

Technical experience for role:

• Basic understanding of operating systems
• Basic understanding of server, client, network, storage & backup
• Basic understanding of monitoring tool, knowledge in relational database, Linux, UNIX, Java, C++
• Basic knowledge of HTML, Website development will be an added advantage
• Familiarity with Agile/Jira/Scrums is good to have

Interpersonal skills for role:

• Good verbal & written communication in English
• Willing to work in night and weekend shifts
• Ability to work under pressure and should be a team player
• Good grasping, Willing to work in support, right attitude toward work

Remote First-Culture:

In 2020, Cimpress adopted a Remote-First operating model and culture. We heard from our team members that having the freedom, autonomy and trust in each other to work from home and, the ability to operate when they are most productive, empowers everyone to be their best and most brilliant self. Cimpress also provides collaboration spaces for team members to work physically together when it's safe to do so or believe in office working will deliver the best results. Currently we are enabled to hire remote team members in over 20 US States as well as several countries in Europe: Spain, Germany, UK, Czech Republic, the Netherlands and Switzerland.

About Us:

Led by founder and CEO Robert Keane, Cimpress invests in and helps build customer-focused, entrepreneurial mass customization businesses. Through the personalized physical (and digital) products these companies create, we empower over 17 million global customers to make an impression. Last year, Cimpress generated $2.88B in revenue through customized print products, signage, apparel, packaging and more. The Cimpress family includes a dynamic, international group of businesses and central teams, all working to solve problems, build businesses, innovate and improve.

More information about the organization can be found in the below link:

About the role:

The role involves providing L1 and L2 support by monitoring and resolving infrastructure and application alerts using tools like SolarWinds and New Relic. The candidate will coordinate with cross-functional teams, analyze logs and transactions, and ensure timely issue resolution and stakeholder communication. A background in E-Commerce, Telecom, Enterprise IT, or Banking is preferred, with basic knowledge of operating systems, databases, and monitoring tools. Strong communication skills, attention to detail, and willingness to work in night or weekend shifts are essential.

Job qualification:

Bachelor's degree in engineering/computer science with

technical understanding and experience.

• MCA in IT or Computers
• BTech or BE or MTech from non-IT & Computers stream
• BTech or BE or MTech IT or computers but do not want to get in coding and testing of IT

Experience & Technical details:

• Minimum 2+ years of experience in E-Commerce/Telecom/Enterprise IT / Banking industry
• Monitor scheduled alerts (infra & application) on mails or via system like solarwinds, new relic etc
• Once alert is received on basis of criticality connect with right teams over email or chat
• Follow up with teams through the alert while it gets fixed
• Communicate to stake holder until issue is fixed
• Optimize the alerts on continuous basis to avoid unwanted and unnecessary alerts
• Maintaining and updating technical documentation and SOPs
• Attention to detail, a proactive approach while working on alerts
• Complete ownership of L1 and L2 support
• Understanding the functioning of the system.
• Collaborating with other verticals.
• To check/Analyze the transactions and logs and device settlements.
• Monitor process and software changes that impact production support
• Experience in providing L2 level support to customers (medium to large).
• Experience in analysis application logs for errors and corrections.
• Understanding and exposure to DB (Oracle, Mongo DB, Sql) will be added advantage.
• Knowledge on Python, selenium tools for automation will be added advantage.

Technical experience for role:

• Basic understanding of operating systems
• Basic understanding of server, client, network, storage & backup
• Basic understanding of monitoring tool, knowledge in relational database, Linux, UNIX, Java, C++
• Basic knowledge of HTML, Website development will be an added advantage
• Familiarity with Agile/Jira/Scrums is good to have

Interpersonal skills for role:

• Good verbal & written communication in English
• Willing to work in night and weekend shifts
• Ability to work under pressure and should be a team player
• Good grasping, Willing to work in support, right attitude toward work

Remote First-Culture:

In 2020, Cimpress adopted a Remote-First operating model and culture. We heard from our team members that having the freedom, autonomy and trust in each other to work from home and, the ability to operate when they are most productive, empowers everyone to be their best and most brilliant self. Cimpress also provides collaboration spaces for team members to work physically together when it's safe to do so or believe in office working will deliver the best results. Currently we are enabled to hire remote team members in over 20 US States as well as several countries in Europe: Spain, Germany, UK, Czech Republic, the Netherlands and Switzerland.

About Us:

Led by founder and CEO Robert Keane, Cimpress invests in and helps build customer-focused, entrepreneurial mass customization businesses. Through the personalized physical (and digital) products these companies create, we empower over 17 million global customers to make an impression. Last year, Cimpress generated $2.88B in revenue through customized print products, signage, apparel, packaging and more. The Cimpress family includes a dynamic, international group of businesses and central teams, all working to solve problems, build businesses, innovate and improve.

More information about the organization can be found in the below link:

About the role:

The role involves providing L1 and L2 support by monitoring and resolving infrastructure and application alerts using tools like SolarWinds and New Relic. The candidate will coordinate with cross-functional teams, analyze logs and transactions, and ensure timely issue resolution and stakeholder communication. A background in E-Commerce, Telecom, Enterprise IT, or Banking is preferred, with basic knowledge of operating systems, databases, and monitoring tools. Strong communication skills, attention to detail, and willingness to work in night or weekend shifts are essential.

Job qualification:

Bachelor's degree in engineering/computer science with

technical understanding and experience.

• MCA in IT or Computers
• BTech or BE or MTech from non-IT & Computers stream
• BTech or BE or MTech IT or computers but do not want to get in coding and testing of IT

Experience & Technical details:

• Minimum 2+ years of experience in E-Commerce/Telecom/Enterprise IT / Banking industry
• Monitor scheduled alerts (infra & application) on mails or via system like solarwinds, new relic etc
• Once alert is received on basis of criticality connect with right teams over email or chat
• Follow up with teams through the alert while it gets fixed
• Communicate to stake holder until issue is fixed
• Optimize the alerts on continuous basis to avoid unwanted and unnecessary alerts
• Maintaining and updating technical documentation and SOPs
• Attention to detail, a proactive approach while working on alerts
• Complete ownership of L1 and L2 support
• Understanding the functioning of the system.
• Collaborating with other verticals.
• To check/Analyze the transactions and logs and device settlements.
• Monitor process and software changes that impact production support
• Experience in providing L2 level support to customers (medium to large).
• Experience in analysis application logs for errors and corrections.
• Understanding and exposure to DB (Oracle, Mongo DB, Sql) will be added advantage.
• Knowledge on Python, selenium tools for automation will be added advantage.

Technical experience for role:

• Basic understanding of operating systems
• Basic understanding of server, client, network, storage & backup
• Basic understanding of monitoring tool, knowledge in relational database, Linux, UNIX, Java, C++
• Basic knowledge of HTML, Website development will be an added advantage
• Familiarity with Agile/Jira/Scrums is good to have

Interpersonal skills for role:

• Good verbal & written communication in English
• Willing to work in night and weekend shifts
• Ability to work under pressure and should be a team player
• Good grasping, Willing to work in support, right attitude toward work

Remote First-Culture:

In 2020, Cimpress adopted a Remote-First operating model and culture. We heard from our team members that having the freedom, autonomy and trust in each other to work from home and, the ability to operate when they are most productive, empowers everyone to be their best and most brilliant self. Cimpress also provides collaboration spaces for team members to work physically together when it's safe to do so or believe in office working will deliver the best results. Currently we are enabled to hire remote team members in over 20 US States as well as several countries in Europe: Spain, Germany, UK, Czech Republic, the Netherlands and Switzerland.

About Us:

Led by founder and CEO Robert Keane, Cimpress invests in and helps build customer-focused, entrepreneurial mass customization businesses. Through the personalized physical (and digital) products these companies create, we empower over 17 million global customers to make an impression. Last year, Cimpress generated $2.88B in revenue through customized print products, signage, apparel, packaging and more. The Cimpress family includes a dynamic, international group of businesses and central teams, all working to solve problems, build businesses, innovate and improve.

More information about the organization can be found in the below link:

Overview

As part of a Global Customer Technical Support team, this team provides post-sales support to Customers and Partners globally. Supporting the customer / partner is done through diagnosis and troubleshooting software and hardware problems and aiding with the product applications and/or use cases. Communicate with customers /partners by listening to and understanding the reported problem, and able to clearly explain basic technical information to the customers over the phone and via email. Part of a weekend on-call rotational schedule once deemed capable.

Responsibilities

• Communicating with customers by listening to and understanding their problem, then clearly explaining detailed technical information
• Asking customers targeted questions to quickly understand the root of the problem
• Diagnosing & troubleshooting technical issues in an expedient manner
• Tracking issues through to resolution, within agreed time limits
• Escalating unresolved issues to the appropriate next level / internal teams
• Providing prompt and accurate feedback to customers
• Referring to internal database or external resources to provide technical solutions
• Leading troubleshooting & brainstorming discussions
• Delivering workshops to both local and global teams - customer presentations to senior technical personnel and management
• Ensuring all issues are properly logged – following case management process
• Prioritizing and managing several open issues at one time
• Following up with customers to ensure their systems are fully functional after troubleshooting, and a solution has been provided
• Identifying areas of improvement whether in processes, procedures, or tools
• Documenting technical knowledge in the form of knowledge base articles and/or submitting documentation opportunities
• Creating and delivering product knowledge sharing sessions to the respective regional team
• Communicating with Sales Team to ensure timely updates for any critical issue
• Working with the Engineering team to assist with documentation
• Performing activities (reproducing the issue when required)

Qualifications

Knowledge and Skills

• Required

• Understanding of networks
• CCNA or equivalent knowledge
• 4G-5G
• AAA
• Any of the following certifications: CCNA, MCSE, Cloud, and/or RedHat
• Deep knowledge of supported Linux/Unix operating systems. Able to troubleshoot, analyze and configure the OS and its features and roles.
• Deep knowledge of product software and hardware. Can use scripts/tools to aid in troubleshooting. Knowledge of identified bugs in running firmware version.
• Advanced understanding and experience of networks, firewalls, protocols.
• Knowledge in tracing and troubleshooting high-level protocols and traffic
• Extensive understanding and experience of virtualization & cloud concepts, properties, and technology, as well as detailed skills in major industry standard technology specifics. Knowledge of models like SaaS, PaaS and IaaS.
• Good understanding of technology infrastructure, security concepts and platforms
• Strong understanding of networking (specifically IP related technologies)
• Good understanding of virtualization & cloud concepts
• Able to install, configure, and/or operate network equipment such as Cisco, Juniper, or other network hardware manufacturers
• Scripting and some programming
• Ability to configure and troubleshoot problems - logical thought process
• Good problem solving investigative and multi-tasking skills
• Ability to communicate with customers presenting technical information either verbally or in written format
• Focus to detail and can follow defined processes/procedures
• Technical acumen and able to identify when escalations are required
• Autonomy – increases technical knowledge by attending self-studies to bring value to the organization
• Organization and prioritization abilities
• Good computer skills in MS Office

• Desired
• Subject Matter Expertise in 1-3 areas relative to AppLogic Networks product
• Great collaborator
• Good CSAT and customer feedback

Work Experience, Education and Certifications

• Minimum of 3+ year experience in a technical role aligned to the same field with customer support experience KVM Experience
• Ideal candidate would have served as a developer in prior roles and have a deep understanding of modern, highly scalable architectures leveraging the latest technologies including NET/C#, Restful APIs, micro-services, cloud computing etc.
• Bachelor’s degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification or a diploma from a technical institute
• Education may be substituted for proven work experience for 5+ years as a Technical Support Engineer in a similar field

Overview

As part of a Global Customer Technical Support team, this team provides post-sales support to Customers and Partners globally. Supporting the customer / partner is done through diagnosis and troubleshooting software and hardware problems and aiding with the product applications and/or use cases. Communicate with customers /partners by listening to and understanding the reported problem, and able to clearly explain basic technical information to the customers over the phone and via email. Part of a weekend on-call rotational schedule once deemed capable.

Responsibilities

• Communicating with customers by listening to and understanding their problem, then clearly explaining detailed technical information
• Asking customers targeted questions to quickly understand the root of the problem
• Diagnosing & troubleshooting technical issues in an expedient manner
• Tracking issues through to resolution, within agreed time limits
• Escalating unresolved issues to the appropriate next level / internal teams
• Providing prompt and accurate feedback to customers
• Referring to internal database or external resources to provide technical solutions
• Leading troubleshooting & brainstorming discussions
• Delivering workshops to both local and global teams - customer presentations to senior technical personnel and management
• Ensuring all issues are properly logged – following case management process
• Prioritizing and managing several open issues at one time
• Following up with customers to ensure their systems are fully functional after troubleshooting, and a solution has been provided
• Identifying areas of improvement whether in processes, procedures, or tools
• Documenting technical knowledge in the form of knowledge base articles and/or submitting documentation opportunities
• Creating and delivering product knowledge sharing sessions to the respective regional team
• Communicating with Sales Team to ensure timely updates for any critical issue
• Working with the Engineering team to assist with documentation
• Performing activities (reproducing the issue when required)

Qualifications

Knowledge and Skills

• Required

• Understanding of networks
• CCNA or equivalent knowledge
• 4G-5G
• AAA
• Any of the following certifications: CCNA, MCSE, Cloud, and/or RedHat
• Deep knowledge of supported Linux/Unix operating systems. Able to troubleshoot, analyze and configure the OS and its features and roles.
• Deep knowledge of product software and hardware. Can use scripts/tools to aid in troubleshooting. Knowledge of identified bugs in running firmware version.
• Advanced understanding and experience of networks, firewalls, protocols.
• Knowledge in tracing and troubleshooting high-level protocols and traffic
• Extensive understanding and experience of virtualization & cloud concepts, properties, and technology, as well as detailed skills in major industry standard technology specifics. Knowledge of models like SaaS, PaaS and IaaS.
• Good understanding of technology infrastructure, security concepts and platforms
• Strong understanding of networking (specifically IP related technologies)
• Good understanding of virtualization & cloud concepts
• Able to install, configure, and/or operate network equipment such as Cisco, Juniper, or other network hardware manufacturers
• Scripting and some programming
• Ability to configure and troubleshoot problems - logical thought process
• Good problem solving investigative and multi-tasking skills
• Ability to communicate with customers presenting technical information either verbally or in written format
• Focus to detail and can follow defined processes/procedures
• Technical acumen and able to identify when escalations are required
• Autonomy – increases technical knowledge by attending self-studies to bring value to the organization
• Organization and prioritization abilities
• Good computer skills in MS Office

• Desired
• Subject Matter Expertise in 1-3 areas relative to AppLogic Networks product
• Great collaborator
• Good CSAT and customer feedback

Work Experience, Education and Certifications

• Minimum of 3+ year experience in a technical role aligned to the same field with customer support experience KVM Experience
• Ideal candidate would have served as a developer in prior roles and have a deep understanding of modern, highly scalable architectures leveraging the latest technologies including NET/C#, Restful APIs, micro-services, cloud computing etc.
• Bachelor’s degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification or a diploma from a technical institute
• Education may be substituted for proven work experience for 5+ years as a Technical Support Engineer in a similar field

Overview

As part of a Global Customer Technical Support team, this team provides post-sales support to Customers and Partners globally. Supporting the customer / partner is done through diagnosis and troubleshooting software and hardware problems and aiding with the product applications and/or use cases. Communicate with customers /partners by listening to and understanding the reported problem, and able to clearly explain basic technical information to the customers over the phone and via email. Part of a weekend on-call rotational schedule once deemed capable.

Responsibilities

• Communicating with customers by listening to and understanding their problem, then clearly explaining detailed technical information
• Asking customers targeted questions to quickly understand the root of the problem
• Diagnosing & troubleshooting technical issues in an expedient manner
• Tracking issues through to resolution, within agreed time limits
• Escalating unresolved issues to the appropriate next level / internal teams
• Providing prompt and accurate feedback to customers
• Referring to internal database or external resources to provide technical solutions
• Leading troubleshooting & brainstorming discussions
• Delivering workshops to both local and global teams - customer presentations to senior technical personnel and management
• Ensuring all issues are properly logged – following case management process
• Prioritizing and managing several open issues at one time
• Following up with customers to ensure their systems are fully functional after troubleshooting, and a solution has been provided
• Identifying areas of improvement whether in processes, procedures, or tools
• Documenting technical knowledge in the form of knowledge base articles and/or submitting documentation opportunities
• Creating and delivering product knowledge sharing sessions to the respective regional team
• Communicating with Sales Team to ensure timely updates for any critical issue
• Working with the Engineering team to assist with documentation
• Performing activities (reproducing the issue when required)

Qualifications

Knowledge and Skills

• Required

• Understanding of networks
• CCNA or equivalent knowledge
• 4G-5G
• AAA
• Any of the following certifications: CCNA, MCSE, Cloud, and/or RedHat
• Deep knowledge of supported Linux/Unix operating systems. Able to troubleshoot, analyze and configure the OS and its features and roles.
• Deep knowledge of product software and hardware. Can use scripts/tools to aid in troubleshooting. Knowledge of identified bugs in running firmware version.
• Advanced understanding and experience of networks, firewalls, protocols.
• Knowledge in tracing and troubleshooting high-level protocols and traffic
• Extensive understanding and experience of virtualization & cloud concepts, properties, and technology, as well as detailed skills in major industry standard technology specifics. Knowledge of models like SaaS, PaaS and IaaS.
• Good understanding of technology infrastructure, security concepts and platforms
• Strong understanding of networking (specifically IP related technologies)
• Good understanding of virtualization & cloud concepts
• Able to install, configure, and/or operate network equipment such as Cisco, Juniper, or other network hardware manufacturers
• Scripting and some programming
• Ability to configure and troubleshoot problems - logical thought process
• Good problem solving investigative and multi-tasking skills
• Ability to communicate with customers presenting technical information either verbally or in written format
• Focus to detail and can follow defined processes/procedures
• Technical acumen and able to identify when escalations are required
• Autonomy – increases technical knowledge by attending self-studies to bring value to the organization
• Organization and prioritization abilities
• Good computer skills in MS Office

• Desired
• Subject Matter Expertise in 1-3 areas relative to AppLogic Networks product
• Great collaborator
• Good CSAT and customer feedback

Work Experience, Education and Certifications

• Minimum of 3+ year experience in a technical role aligned to the same field with customer support experience KVM Experience
• Ideal candidate would have served as a developer in prior roles and have a deep understanding of modern, highly scalable architectures leveraging the latest technologies including NET/C#, Restful APIs, micro-services, cloud computing etc.
• Bachelor’s degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification or a diploma from a technical institute
• Education may be substituted for proven work experience for 5+ years as a Technical Support Engineer in a similar field

From the merger of two leaders in the CX space, ASPECT Software and Noble Systems, comes ALVARIA. A new global force delivering leading edge Customer Experience and Workforce Engagement software as well as cloud services technology solutions for enterprise Contact Centers. We blend the agility of a start-up mentality with the stability of an established enterprise, challenging the market with renewed thinking and best-of-breed business solutions.

Our solutions simplify and improve the customer and agent experience. Our complete suite of Contact Center and Workforce Engagement & Optimization solutions helps companies keep agents engaged while providing exceptional customer service experiences. Our flexible, highly scalable applications for interaction management, IVR/self-service, chatbots/AI, workforce optimization and more, are available on-premises or in any hosted, private or public cloud environment.

Make a Difference

Our people define who we are. The curious, driven, creative, fun individuals who are drawn to ALVARIA bring skills sets and cultural differences from around the world. They love innovation, challenges and empowering our customers to engage seamlessly and efficiently — every member of our team is dedicated to creating amazing customer contact experiences - for our customers and our customers’ customers. If you like developing new solutions and turning big ideas into reality, ALVARIA is the place for you. At ALVARIA, you’ll work with smart and motivated people to make a difference for the companies we serve.

General Scope & Summary

Provide remote technical and application problem resolution and escalation assistance related to Aspect products. Diagnose, troubleshoot, repair and debug complex computer systems and software. Respond to situations where end users have failed to isolate or resolve problems in malfunctioning equipment or software.

ESSENTIAL FUNCTIONS

• Gain knowledge of assigned customers' technical and business environment.
• Document and verify reported problems.
• Troubleshoot and resolve issues utilizing all available tools, resources, and documentation.
• Engage additional resources when necessary.
• Provide effective and consistent communication to management, peers, and account team in support of customer.
• Working knowledge of main Aspect products and strategy.

Minimum Job Requirements

SPECIALIZED KNOWLEDGE & SKILLS

• Understanding of PCs, Networks, OS platforms, databases, telephony, software applications, and ACDs.
• Demonstrated ability to learn complex software tools quickly.
• Strong customer service and teamwork skills. Professional demeanor to maintain and enhance customer relationships.
• Ability to use professional concepts and company policies and procedures to solve routine problems.
• Ability to develop resolutions to problems of limited scope and follow standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
• Ability to pass a background check may also be required.
• Physical requirements include sitting for long periods of time.
• A minimum of at least TWO to THREE of the following:

• Contact Center Technologies (including Automated Dialers & Telephony);
• CentOs Linux;
• Networking;
• Windows OS;
• SIP

• Demonstrated ability to learn complex software tools quickly.
• Strong customer communication skills (verbal and written), including passing an English proficiency test

EDUCATION AND EXPERIENCE

• 2+ years relevant work experience supporting customers in a technical environment OR commensurate college-level coursework, or a combination of both.
• Some travel, after-hours, or on-call work may be required.
• Shift flexibility including weekends.
• Technical Certifications and second or third languages a plus but not required.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.