Engineer -Software Support

Engineer-Software Support Gurgaon, India GreyOrange is seeking a talented and motivated TSE to support external customers for warehouse automation industry products. He will be responsible for providing level 3 support for allocated product lines as per decided SOPs. You are also responsible for sharing knowledge within the client service team and relevant feedback with R&D. Responsibilities: Responsible for efficiently handling and resolving technical issues which have been passed on by L2. Ensure timely and effective action as per decided work flow basis priority and severity for each ticket. Should ensure maximum issues are resolved without L4/R&D involvement. Should ensure adherence to committed SLA's for each reported issue. Should follow ticketing SOP's and ensure tickets are being generated for R&D with all relevant technical details captured for every issue. Should follow internal escalation matrix basis severity and resolution time. Should ens...