Software Support(L3)

Job Title: Software Support(L3)

Location: Atlanta, GA

Job Type: Contract

Must have: Linux, Unix, shell or bash scripting, Cloud, Kubernetes, understanding and usage on BoT, SQL.

Good to have: any programming language

What You will Do:

• Responsible for efficiently handling and resolving technical issues which have been passed on by L2.
• Ensure timely and effective action as per decided work flow basis priority and severity for each ticket.
• Should ensure maximum issues are resolved without L4/R&D involvement.
• Should ensure adherence to committed SLA's for each reported issue.
• Should follow ticketing SOP's and ensure tickets are being generated for R&D with all relevant technical details captured for every issue.
• Should follow internal escalation matrix basis severity and resolution time.
• Should ensure all relevant site-specific technical documentation as well documentation regarding new
• product lines/or features are accurately captured from R&D and shared with Client Service team.
• Should support CSM's in developing eminently capable and technically competent team of assistant client service managers and service engineers.
• Responsible for creating and monitoring software and hardware component wise reliability metrics for each installation.
• Should develop framework to predict potential/future failures and ensure requisite preventive measures are taken

Qualification

• B.Tech graduate with 6 months - 2 Years of experience in a 24*7 Software Support role.
• Experience with Linux/Unix
• Experience with SQL
• Experience/Strong knowledge of -Java, Python, Shell.
• Proven domain expertise in intralogistics and warehouse automation systems is mandatory.
• Willing to work in rotational shifts.
• 24x7 may not be required but since engineers are deployed at site, we can expect engineers to do Overtime