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Senior Engineer, Solution Success

eGain customer engagement solutions deliver digital transformation for leading brands – powered by virtual assistance, AI, knowledge, and analytics. Our comprehensive suite of applications help clients deliver memorable, digital-first customer experiences in an omnichannel world. To find out more about eGain, visit https://www.egain.com.

About the Technical Support team: eGain’s Technical Support team provides technical support to contact center professionals / software professionals implementing and administering eGain applications. They contribute to continuous product and service improvement through product and documentation reviews, process improvement and internal systems design, configuration and implementation.


POSITION: SENIOR ENGINEER, SOLUTION SUCCESS

Location: Pune, India

Experience: 4 to 8 years

Skills

  1. Application Servers: WildFly, Jetty
  2. JDK: JDK 8, OpenJDK11
  3. J2EE technologies: Java, JSP, JS, JMS, Servlets
  4. ActiveMQ, HornetQ
  5. MSSQL 2014, MSSQL 2016: Standard, Enterprise

Responsibilities

Manage escalations to ensure high customer satisfaction

  • Interface with the team to understand high severity / critical customer issues
  • Use early warning processes to manage escalations
  • Engage with customer contact points to drive customer success and resolution of issues and concerns
  • Facilitate customer resolution for escalated issues and engage necessary technical support
  • Work with cross-function BUs to request SME resources to work on escalated customer issues
  • Follow up with unsatisfied customers to ensure issues are resolved and customers are satisfied
  • Inspire continuous improvement in support delivery

Manage, mentor and collaborate with the team

  • Serve as mentor, knowledge resource and escalation point
  • Provide guidance and direction and evaluate personnel to ensure efficient operation of the team
  • Ensure the team has access to development tools, methodologies and resources
  • Manage allocation of task to the team members based on company objectives, goals and priorities
  • Oversee the technical support team and ensure it conforms to support policies
  • Identify technical and functional gaps of the team, and arrange training from appropriate SMEs from engineering and professional services to bridge the gap

Manage training schedules for the team and the maintenance work needed on support tools and systems

  • Analyze business trends, provide site updates and build growth forecasts for the team
  • Define work schedules for the team and ensure adequate coverage at all times
  • Drive effective hiring, onboarding, training and retention

Reporting to the management and superior

  • Provide historical information to upper management and superior on the team’s productivity
  • Maintain and provide timely account status reports both to customers and management
  • Collaborate closely with peer managers globally to ensure operational consistency

To apply

Send your resume and cover letter in MS Word to cmaheshwari@egain.com and include the position in the subject line of the email.