Job Description

Position: Support Engineer

Reports to: Manager, Customer Support

Location: Hyderabad, India

Job Overview

The Support Engineer is a key technology member of an overall team responding to customer inquiries across the full suite of Reveal software and technologies.  They are responsive, helpful, thorough, and communicative when working with those internal and external to Reveal.  They are tier two responders brought in by front-line responders for advanced issue resolution.  This individual contributes to the proactive and urgent support of items in conjunction with the larger team. 

Responsibilities and Duties

• Provides assistance and expertise in responding to customer inquiries assuring a timely acknowledgment and utilizing skills, application expertise, and knowledgebase articles to answer questions and solve technical problems.
• Contributes to ticket resolution maintaining a philosophy of contribution until the request is completely resolved and providing follow-up with client after closed to assure continued success.
• Attend daily/weekly team status and development meetings and aid those with roadblocks.
• Provides mentorship and training to team members outlining protocols to assist users with configuration and settings across Reveal AI/Processing/Review technologies and test to assure it is functioning to client satisfaction.
• Proactively and reactively direct the creation of client service-related applications in collaboration with other internal and external teams.
• Assist in the development of installation packages and perform installations for various internal or external customers.
• Develop client service-related SQL scripts to aid in automation or functionality or reporting.
• Actively assist in maintaining and creating Reveal’s cloud-based services and developing methods for automated maintenance or reporting.
• Contribute to software documentation, knowledgebase articles, and other client-facing materials.
• Develops a deeper understanding of the Linux Operating System to assist with more in-depth troubleshooting.
• Summarize customer requests for feature additions and enhancements and present to Product Development for prioritization.

Characteristics

• Excellent written and oral communication skills.
• Engaging personality and ability to engage others.
• Keen sense of attention to detail.
• Obsessive documentation practices.
• Experienced problem solver with follow-through on tasks.
• Seeker of excellence with unending pursuit of improvement.
• Unselfish team player.
• Quickly learn and understand technology.

Education & Experience

• College degree in Computer Science or Information Systems related area.
• 3 to 6 years of working experience with previous help desk/support history.
• eDiscovery experience is preferred
• Familiar with client-server architecture, modern programming language, and SQL scripting.
• Experience working with general LAMP stack and Java applications.
• Experience in Linux security configurations, including iptables and firewalld, SELinux, HAProxy, and SSL/TLS
• Basic networking experience, including TCPIP, DNS/Bind, subnetting, VLANs, and default ports for common protocols.
• Database basics, including table navigation, select, and updates for Postgres and MySQL.
• Understanding of enterprise server hardware and storage solutions (NFS, CIFS, disk types, and RAID).
• Virtualization (VMWare, VirtualBox, AWS, other Enterprise Cloud solutions).
• Bash shell scripting
• Familiar with Azure/AWS preferred.

Ideally, you would have some background in programming, be enthusiastic about new knowledge, and want to grow with an exciting technology company.