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Cloud Software Support Engineer

Kion Group AG

Kion Group AG

Software Engineering, Customer Service
Pune, Maharashtra, India
Posted on Friday, September 22, 2023
Cloud Software Support Engineer
We're looking for someone who is passionate about what they do and wants to make a real difference in the exciting field of mobile robotics. In fact, we're so confident that you'll love this job that we'll say it's like a fungus that grows on you - but in a good way! You'll be working on cool shit that will challenge and inspire you every day.

What we offer:

Responsibilities:

  • Your primary focus will be on resolving customer issues, investigate and troubleshoot technical problems, and ensuring a smooth user experience. Keep customers informed about the progress of their issues and ensure timely updates.
  • You are embedded within the software product development team and responsible for all support activities on our cloud-based monitoring and diagnostics software, AGV Insights. This includes user management, performance monitoring, assistance in onboarding new customers, handling escalated support requests escalated.
  • You work closely with cross-functional international distributed teams, including developers, product owners, and quality assurance, to escalate and resolve complex technical issues and provide valuable feedback to improve product functionality and usability.
  • You create and maintain detailed technical documentation, including FAQs, troubleshooting guides, and knowledge base articles, to empower customers to self-serve and reduce repetitive support inquiries.
  • You use the support ticketing systems and reports out on support activities.
  • You develop a comprehensive knowledge of our cloud software and keep abreast of the latest updates and features. You use this expertise to guide customers on best practices and usage to maximize the value they gain from our platform.
  • You adhere to the scaled agile way of working in the product team and participate in agile ceremonies
  • You actively participate in the Software Support Chapter, challenge and contribute to best practices on software product support.
  • You follow the evolutions in software support (automation) and apply them in a pragmatic way.
  • You take – together with the other team members - ownership to the team deliverable and pro-actively support other team members in delivering the committed backlog.

Tasks and Qualifications:

Competences

  • You have 3+ years of proven experience as a Cloud Software Support Engineer or a similar role.
  • Good understanding of the needs and pain points of customers.
  • Excellent problem-solving and analytical skills with a keen attention to detail.
  • You have excellent communication and collaboration skills with the ability to convey technical concepts to non-technical users effectively.
  • Customer-centric mindset and a passion for delivering outstanding customer experiences.
  • Familiarity with incident management and support ticketing systems is a plus.
  • You are familiar with data analysis tools and reporting platforms.
  • Your experience with agile software development is a plus.
  • You have strong analytical and problem-solving skills.
  • You are pro-active, self-motivated and take initiative within the team.
  • Professional proficiency in English.