Customer Support Engineer

Genese Solution Pvt. Ltd

Genese Solution Pvt. Ltd is a leading IT Consulting Multinational Company. We have our Head office in the United Kingdom and branch offices across six different global locations namely India, Nepal, Pakistan, Bangladesh, and Australia. Our primary area of expertise is in Cloud Computing and we sell services of Amazon Web Services, Google Cloud Platform, Microsoft Azure, Digital Ocean, Alibaba Cloud…

Job Information

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    Duty Station Lalitpur
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    Type of Appointment Full time
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    No. of Openings 1 opening
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    Salary Negotiable / Monthly
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    Job Level : Mid-Level
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    Job Experience : 3-4 years
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    Job Category IT and ICT Engineering
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    Job Qualification : Bachelor
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    Posted Date : Oct 06, 2021

Job Description

Customer Support Engineer will fill in the technical connection between customers and our product teams. S/he will be expected to collaborate with the product, and engineering team to find solutions and communicate the customer’s needs.

Customer Support Engineer will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation. S/he will make our products easier to adopt and use by making improvements to the product, tools, processes, and documentation. Our team is focused on the customer and s/he will help drive the success of our products and services by understanding and advocating for our customers’ issues.

Roles and Responsibilities

  • Provide the first point of engagement for customer issues; fielding customer requests and sorting support tickets for anything from general how-to questions, to configuration requests, replicating issues, reproducing bugs, and testing.
  • Apply advanced troubleshooting techniques to provide unique solutions to our customers & individual needs
  • Work on critical, highly complex customer problems that may span multiple AWS services
  • Identify, prioritize, and track issues to ensure timely resolution
  • Leverage your day-to-day customer support experience to provide the voice of the customer to internal teams on how to improve our services
  • Drive projects that improve support-related processes and our customers’ technical support experience
  • Work directly on customer’s on premise and cloud environments to solve simple to complex issues in a managed services environment
  • Debug issues related to DNS, web and email server, databases
  • Help to automate common repetitive maintenance tasks
  • Learn, support, and use ground breaking technologies
  • Coach/mentor new hires, develop & present training, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring
  • Ability to provide after-hours and weekend support

What We Offer

  • Work in a multinational company operating in the Cloud & ICT domain, based out of the UK and operating in Australia, India, Nepal, Pakistan, and Bangladesh
  • Best in class open, progressive, professional, and equal opportunity work environment
  • Closely knit and supportive team members and a culture where your contributions, opinions, and diversity is welcome, respected, & encouraged
  • Exposure to multi-disciplinary skill areas (including team management & leadership) in a vibrant start-up ecosystem with deep work involving world-class leaders like Amazon, Microsoft, Google, Alibaba, Digital Ocean, and Facebook
  • Opportunity to travel regionally (as part of assignment/ training and development or delivery ) in Nepal, India, Pakistan, Bangladesh, or Srilanka
  • Get to know the working culture of companies like Amazon, Microsoft, Google, Alibaba being affiliates for them in Nepal

Required Qualification & Experience

Task Related and Certifications (people management -/ domain in depth/ process knowledge – process optimization (ticketing)

  • Bachelor’s degree in Information Science / Information Technology, Computer Science, Engineering, or a related field
  • At Least 3 – 4 years of experience either in a system admin, technical support role, or a customer-facing position
  • 1+ year experience with support procedures for production/mission critical environments to include ticketing, monitoring/metrics, and troubleshooting technical issues.
  • Hands-on experience designing and deploying complex solutions on-premise and in the cloud
  • Experience with deploying and managing applications in the cloud environment (AWS, Azure, or Google Cloud)
  • Excellent knowledge of Linux
  • Good knowledge of networking, DNS, domain, web and email server, C-panel
  • Ability to troubleshoot distributed systems
  • Experience working with cloud technologies

Competencies and Soft Skills

  • Good people management skills
  • Excellent presentation and communication skills to technical and non-technical audiences
  • Strong client-facing consultative skills, able to act as a customer advocate
  • Attention to detail, and written and verbal communication skills
  • Must have excellent documentation skills

How to Apply

Suitable candidates meeting the above criteria are requested to send their CV and cover letter to

Only shortlisted candidates will be invited for the further selection process. You are requested to clearly mention the position you are applying for in the subject of the email.