Production Platform Engineer
Quotient, Inc. (NYSE:QUOT) is a leader in digital coupons. We operate a promotion platform that connects great brands and retailers with consumers through Web, mobile and social channels. We deliver digital coupons to consumers, including printable coupons, save-to-card coupon and coupon codes for e-commerce. Our company is transforming the multi-billion dollar promotions industry into the digital world.
To support our continued business growth in the US and in international markets, we are setting up a world class product development and operations support center in Bangalore India. We are looking for people with a passion for innovation and creative use of new technologies in building consumer applications in a retail domain.
We're looking for a talented and driven Production Platform Engineers. In this role, the candidate will be responsible for helping customers resolve technical questions related to the Coupons platform, integration and set up. Candidate will be a key part of our Client Success strategy helping integrate new clients and working with both Tier 1 support as well as engineering for Tier 3 support. Candidates must have strong analytical, troubleshooting, problem resolution and communication skills, including ability to communicate with customers via phone, face to face, and in written correspondences.
This is a great opportunity for an experienced Platform Support engineer, looking to learn and grow and also take advantage of their existing skill set.
Main escalation point for Level 2 Support for technical support issues.
Be prompt and provide high quality service and leadership to align with customer goals and requests.
Requires the ability to take full ownership and control of an issue, to develop and maintain excellent relationships with all our clients and partners, and to help in continuously improving the support service to maintain a high level of client satisfaction.
Lead interaction and collaboration with other teams such as Engineering and Support as needed to address escalated issues.
Gain a technical and functional understanding of the platform architecture.
Expertise in analysing logs to isolate problems.
Expertise in querying DB and analysing the data returned as part of troubleshooting the issue.
Collect logs and data to assist in ongoing investigation of underlying defects.
Interact directly with our partners and clients to resolve technical issues in a timely manner.
Work with other teams as required to identify and report defects, find incident fixes and validate enhancement requests.
Notify the management team of any potential escalations.
Escalate where appropriate.
Mentor and train Tier 1 support members.
Work in rotational shifts and provide on-call support as needed.
B.Tech/M.tech (or equivalent) with at-least 5 years hands on experience in code development and/or technical support.
Exceptional written and oral communication skills including documentation.
Past coding experience in core web technologies; Java or ASP.Net
Ability to trace and debug Web applications.
Understanding of one or more relational databases (MySQL, SQL Server, Oracle) including the ability to run queries and analyze the output.
Comfortable with Windows and Linux Server operating systems.
Understanding of Java, Spring framework and how REST APIs work.
Perform analysis and tune operating system and web technology performance.
Working knowledge of Cassandra.
Experience with any enterprise monitoring systems like Nagios, Splunk, NewRelic or Systems Center is highly desired.
Knowledge of at least one scripting language: Python, Perl, Ruby, Bash, Java, C++, Powershell, etc. to automate tasks and gather data.
Knowledge on ITSM framework is a plus.