About this role
- Understand how the product works and how it is used by customers. - Interact with customers on/ off-site to troubleshoot issues, provide workarounds by leveraging your software development skills. - Exposure on Rest API's. - Azure knowledge (Service Bus, App Inside, Hang fire, redis cache, etc). - Should be primary TSE for multiple large(>1M/year) accounts. Should be able to manage customer requirements for large accounts - Should be able to guide ASE/SE/SSE for quicker resolutions as TechLead - Should achieve productivity goal for the tech team as TechLead - Should be able to drive initiatives for productivity and ticket resolution quality improvement - Work on providing innovative ideas to improve ticket closure quality.. - Understand and fulfill enhancement requests received via customer use-cases. - Should be able to contribute on knowledge base articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution. - Provide technical expertise, guidance, mentorship to team members. Participate in hiring processes. - Provide hot fixes, patches and upgrade deployment support in production and staging environments and work closely with customers to schedule and test. - Offer innovative ideas to improve ticket resolution quality.