Company – HEAL Software
Location – Bangalore
Status – Permanent
Job Category – Senior Engineer-Product Support
Relevant Work Experience – 2 – 4 Years
Career Level – Mid Level
Education Level – Bachelor’s degree or higher in Computer Science, Engineering
Description
HEAL Software, Inc. is the provider of game-changing innovation HEAL, the first preventive healing software for IT operations that fixes problems before they happen. Contrary to APM and monitoring tools that send alerts or find the problem sources when an incident occurs, HEAL can recognize “signals” that are leading indicators of future incidents and eliminate factors that can create problems. HEAL Software, Inc. customers who are using HEAL have achieved, on average, a 60% reduction in false-positive alerts and a 75% decrease in incidents. HEAL Software, Inc. has headquarters in Santa Clara, California in the US and is backed by Avataar Ventures.
Read more at healsoftware.ai and follow us on Twitter and on LinkedIn.
We make ML based products that predict upcoming issues in complex applications running in cloud-native, serverless or host-based environments. Products handle very high volumes of streaming data, and perform complex learnings on structured and unstructured data in near real time. The ideal candidate should have passion for building products, solving problems, and building data pipeline.
Responsibilities:
- Developing a deep understanding of Appnomic products
- Supporting our customers and partners using our products
- Provides technical support and monitors day-to-day Customer incidents reported in the form of Tickets and Emails.
- Troubleshooting technical issues to establish the root cause of problems and form a solution or workaround across a range of environments
- Reproducing customer issues and if necessary, file bug reports, escalate cases to engineering, and provide necessary documentation
- Assists the Field Team with deployment of new releases and sustaining technology for internal and external customers.
- Responds to Incident, telephone calls, emails, and personnel requests for support in a timely and courteous manner.
- Provides initial triage of problems impacting our monitoring ability of the Clients Infrastructure and determine problem source and provides resolution if possible.
- Creating support tools and building a knowledge base of product issues
- Providing clear & constructive product feedback to Product Management / Solutions teams based on customer requirements
- Documenting best practices in troubleshooting / supporting Appnomic solutions
- Providing documentation content and participate in online forum support for real-time questions from Appnomic users
Requirement
- Must have good verbal and written communication skills.
- Must have Linux command experience and basic automation knowledge to write basic scripts.
- Must have working experience on databases like MySQL, Cassandra etc.
- Good to have exposure to containers like Docker and Kubernaties,Grafana
- Exposure to 1 or more of the following business domains (Must have managed a client in any of the domains listed below, in the career history): BFSI / Ecommerce / Manufacturing
- Should have worked on troubleshooting WEB/APP server related issues and providing RCA to user within defined SLA
- Should have worked on troubleshooting application issue tickets and providing RCA to user within SLA time
- Should have scripting / Programming / Tool Customization knowledge like shell, python, java
- Understanding of IT Operations (IT Infrastructure and Application operations)
- Good to have experience with any one for the Application RabbitMQ, Flink, Grafana
- Ability to understand Application architecture and associated business / IT Operations workflow.