CRM/Technical Support Engineer

Job Description: 06. CRM/Technical Support Engineer Experience: 4+ Years Location: Mohali Job Description: RackNap is looking for a customer focused and service-minded individual to join our Customer Support team. The primary responsibility of this role is to provide technical assistance to our Customers and Partners to resolve issues pertaining to our RackNap platform. The Technical Support Engineer will address incidents within predetermined service levels, requiring the ability to multi-task and prioritize. In addition, the Incumbent will carry out projects as assigned and work cross-functionally with other departments in providing our customers with a world class support experience. Requirements: Effectively handle, manage and resolve technical issues that come in to our technical support center via phone, email and support portal. Collaborate across teams to identify root cause for technical issues. Escalate issues to engineering as required with thorough details and documentation. Own and drive technical issues through to resolution. Proficient with technical problem solving methodologies. Ability to adapt and change in a fast paced environment. Ability to effectively communicate technical details to all audiences. Excellent communication and interpersonal skills. Strong organizational and time management skills. Strong customer facing skills. On-call rotation and work off hours as required. Basic Qualifications: 4+ years of technical support experience required. Experience with Unix/Linux and command line. Some exposure to programming/scripting; PHP, Perl, Python, Java. Understanding of web technologies; Apache, NGINX. Familiarity with MySQL and database queries. Software QA and testing experience is helpful. Previous experience supporting a proprietary software product is highly desirable.