Lead Software Engineer – Sustenance Engineering Job Description Template
Our company is looking for a Lead Software Engineer – Sustenance Engineering to join our team.
Responsibilities:
- Should be primary TSE for multiple large(>1M/year) accounts. Should be able to manage customer requirements for large accounts;
- Should be able to drive initiatives for productivity and ticket resolution quality improvement;
- Provide hot fixes, patches and upgrade deployment support in production and staging environments and work closely with customers to schedule and test;
- Provide technical expertise, guidance, mentorship to team members. Participate in hiring processes;
- Understand and fulfill enhancement requests received via customer use-cases;
- Understand how the product works and how it is used by customers;
- Should achieve productivity goal for the tech team as TechLead;
- Interact with customers on/ off-site to troubleshoot issues, provide workarounds by leveraging your software development skills;
- Offer innovative ideas to improve ticket resolution quality;
- Should be able to guide ASE/SE/SSE for quicker resolutions as TechLead.
Requirements:
- Understanding of customer support processes and tools. Ability to follow defined processes;
- Expertise on Windows Azure and Cloud Computing will be an added advantage;
- Troubleshooting skills on the Microsoft platform, with expertise in C#, ASP.NET, MVC, SQL, Stored Procedures and JavaScript;
- 7-10 years of experience in an Support or Sustaining engineering role;
- Net and Azure certification would be added advantage;
- Good verbal and written communication skills;
- The ability to be a good listener, and to understand customer issues. Ability to work independently on issues assigned.