Technical Support Engineer

Automation Anywhere is a global leader in Robotic Process Automation (RPA), empowering customers to automate end-to-end business processes with intelligent software bots – AI-powered digital workers that perform repetitive and manual tasks, resulting in dramatic productivity gains, optimized customer experience, and more engaged employees. The company offers the world's only web-based and cloud-native intelligent automation platform combining RPA, artificial intelligence, machine learning and analytics to help organizations rapidly start and scale their automation journey from the front office to the back office to every office. Its Bot Store is the world's first and largest marketplace with more than 1,100 pre-built, intelligent automation solutions. Automation Anywhere has deployed over 2.6 million bots to support some of the world's largest enterprises across all industries in more than 90 countries. For additional information, visit www.automationanywhere.com.

• Respond to customer through phone/ email inquires w.r.t products and perform required technical troubleshooting steps based on customer issue within the scope of support
• Hands-on experience working with ticketing tools and SLA governed environment
• Escalate issues (when required) to the appropriate channel
• Record, track, and document the problem-solving process all the way through to the final resolution
• Use logical reasoning to analyze a situation and make use of available debug utilities
• Identify and learn old and new software features supported by the organization
• Hands-on experience working with fixes at the product level, including installing and upgrading software
• Test fixes and BETA versions of the software to ensure reported problem(s) have been adequately resolved
• Ability to establish proper course of action to ensure efficient completion of work within prescribed time limits
• Develop FAQ and Knowledge Base articles to aid in problem resolution.

Roles and Responsibility -

• Take ownership of the Support Tickets and customer communication to be done by L2

• Take ownership of the Support Tickets and customer communication to be done by L2

• L2 owns the responsibilities all the client communication for swarmed tickets.

• Team will work with required L3 engineer and ensure the logical conclusion of the ticket when they are unable to solve the ticket within the stipulated time

• Work with Escalation Engineer over Escalated tickets

.• Issue understanding and Impact analysis during problem identification - Severity validation

• Identify affected components

• Search KBs, Support tickets, Documents for relevant solutions for the reported issue.

• Replicate it locally [share the env. details in the internal tab of the ticket].

• Request and review all required details like the screenshot, all application logs, event viewer logs and Diagnostic utility result (if needed) before having a meeting with the customer.

• Self-analysis capture over the ticket. (internal and external notes)

• Plan of action should be shared with the customer before scheduling a meeting with the customer.

• During scanning Jira tickets, if he/she finds an issue as bug/enhancement. The information should be added to the ticket [internal tab] and further needs to be validated by L3 member.

• In case of bug/ enhancement fixed after getting confirmation from L3, communication to the customer

• Frontline engineer is also responsible for KB and RCA for the non-swarmed issue.

• The engineer should be flexible to work in any shift as required by the business in the future

• The engineer should be ready to work 24X7X365 rotating shift based on business requirements.

Technical Skills -

• High proficiency in using computers.
• Technical troubleshooting/ debugging experience, programming experience, knowledge in database, SQL queries.
• Advance knowledge of Windows systems, fair understanding of code flow( JAVA, Python, C#), Webserver ( IIS / Apache / Tomcat troubleshooting), Any database.
• Advanced knowledge of Database, scripting, Excel.
• Basic knowledge of macros.
• Intermediate knowledge on Networking, Windows Server 2012 onwards, Client-Server Architecture
• Basic knowledge on Cluster and Active Directory
• In-depth Knowledge about browsers (MS Internet Explorer and equivalent)
• Usage of MS Office suite (MS Outlook, MS Word and MS Excel) & Open office suite.
• Candidate should be open to work in night shift (EST/PST)