IT Production Support Engineer

Direct Client Requirement:

IT Production Support Engineer

Day1 Onsite - Santa Clara, CA

Duties

• Deep understanding of the product/application functionality, architecture, and technical components to diagnose complex issues
• Ability to troubleshoot intricate technical problems across various systems and platforms
• Proficient in utilizing debugging tools and techniques to identify root causes
• Lead and mentor a team of L2 support engineers, assign tasks, and ensure efficient ticket management
• Coach and develop technical skills of team members through knowledge sharing and training sessions
• Monitor performance and provide feedback to optimize team efficiency
• Act as the primary point of contact for escalated customer issues, providing timely and accurate solutions
• Communicate effectively with customers to understand their needs and manage expectations
• Proactively identify potential customer concerns and take preventive measures
• Manage critical incidents and coordinate with cross-functional teams to resolve high-priority issues quickly
• Perform root cause analysis to prevent recurring problems and implement corrective actions
• Maintain accurate documentation of incidents and resolutions in the ticketing system
• Create and update comprehensive knowledge base articles to enable efficient problem resolution
• Share best practices and technical knowledge within the support team
• Identify opportunities to streamline support processes, optimize workflows, and improve overall efficiency
• Contribute to the development of new support tools and procedures

Qualifications

• Must have 8+ years of experience in L2 function supporting Order to Cash business function
• Strong tools and scripting knowledge (e.g., ServiceNow, MySQL, Postman, GSuite) for troubleshooting and reporting
• Excellent problem-solving and analytical skills
• Exceptional communication and interpersonal skills to interact effectively with customers and technical teams
• Ability to work under pressure and manage multiple priorities
• Experience in leading and mentoring technical support teams
• Proficiency in ticketing systems and knowledge base tools
• Ability to maintain agreed SLAs, MTTA, and MTTR
• Required to work in a shift model to provide global and on-call support

Certifications / Domain Knowledge

• Salesforce , SAP , Java

Education

Bachelor s degree in Computer Science, Information Technology, or a related field