Smart products technical support specialist

You are being sought after for the position of Managed Services L2 Support Engineer/Senior Engineer for IoT projects in the Smart Products & IoT Strategic Innovation Centre in India team. As part of your role, you will be responsible for providing support for managed services & application/product support for IoT projects.

• *Key Responsibilities:**
• Investigate the issue and Provide Resolution, identifying the location of the issue (device/connectivity/platform/application layer).
• Perform Application & Platform Performance Monitoring, including identifying, categorizing, prioritizing, diagnosing, routing, tracking, and closing alarms raised by monitoring tools.
• Recreate and verify complex performance and environmental issues with full access to the production environment.
• Identify, troubleshoot, and solve incidents within SLA timelines, including Log Analysis of reported issues.
• Update ticket status and progress on the ticketing tool, and raise bugs for application functionality issues requiring a code fix.
• Triaging Mobile App issues on both Play Store & App Store, Web App issues, and Platform (AWS) issues.
• Propose solutions to recurring incidents and suggest enhancements in the existing solutions.
• Perform Service Mgmt. Reporting, including Status Tracking & Reporting.
• Continuously work on Service Improvement, focusing on Process Management & Improvement.
• Manage the Production AWS platform and deployed applications, along with end-to-end monitoring of systems and data flow.
• Handle Incident Management, Problem Management, Change Management, Risk Management, and Knowledge Management.
• *Mandatory Qualifications:**
• Bachelors degree in Electrical Engineering, Software Engineering, Computer Science, Computer Engineering, or related Engineering discipline.
• 3+ years of experience in L2 of managed services/application (mobile or web) support.
• 1+ years of experience in Smart/Connected Products & IoT workflow.
• Experience in troubleshooting Mobile or Web App issues.
• Proficiency in AWS platform or AWS certification (Solution Architect/Sys Ops), with knowledge of Serverless/Headless architecture, Lambda, API Gateways, Kinesis, Elastic Search, Elastic Cache, Dynamo DB, Athena, AWS IoT.
• Familiarity with Linux, NoSQL Database (preferably Dynamo DB), trouble ticketing tools (preferably Jira Software & Jira Service Desk), and scripting languages such as Python/Boto or Golang/Node-js.
• Ability to differentiate between application & platform issues and effectively resolve them.
• *Preferred Qualifications:**
• Hands-on experience with New Relic and AWS Cloudwatch tools.
• Prior experience in operation support for IoT projects with 50,000+ live devices.
• ITIL certification.
• Experience with AWS Cloud IoT Core platform.
• L3 Support experience in addition to L2.
• *Skills and Abilities Required:**
• Willingness to work in a 24 X 7 shifts environment.
• Flexible to travel on short notice for field trials & product launches.
• Excellent troubleshooting & analytical skills.
• Customer-focused with a drive to enhance customer experience.
• Ability to understand business needs and provide innovative solutions.
• Positive attitude, committed to high performance standards, and taking ownership of tasks.
• Innovative and entrepreneurial mindset, staying updated on the latest technologies and industry trends. You are being sought after for the position of Managed Services L2 Support Engineer/Senior Engineer for IoT projects in the Smart Products & IoT Strategic Innovation Centre in India team. As part of your role, you will be responsible for providing support for managed services & application/product support for IoT projects.
• *Key Responsibilities:**
• Investigate the issue and Provide Resolution, identifying the location of the issue (device/connectivity/platform/application layer).
• Perform Application & Platform Performance Monitoring, including identifying, categorizing, prioritizing, diagnosing, routing, tracking, and closing alarms raised by monitoring tools.
• Recreate and verify complex performance and environmental issues with full access to the production environment.
• Identify, troubleshoot, and solve incidents within SLA timelines, including Log Analysis of reported issues.
• Update ticket status and progress on the ticketing tool, and raise bugs for application functionality issues requiring a code fix.
• Triaging Mobile App issues on both Play Store & App Store, Web App issues, and Platform (AWS) issues.
• Propose solutions to recurring incidents and suggest enhancements in the existing solutions.
• Perform Service Mgmt. Reporting, including Status Tracking & Reporting.
• Continuously work on Service Improvement, focusing on Process Management & Improvement.
• Manage the Production AWS platform and deployed applications, along with end-to-end monitoring of systems and data flow.
• Handle Incident Management, Problem Management, Change Management, Risk Management, and Knowledge Man