Xerox

Development Support Engineers are responsible for providing application support to end-users, both internal and external, and act as the initial point of support before the development teams of those applications are engaged.

Development Support Engineers are SMEs who determine if an incoming problem is a code issue, a data issue or an operational issue and take appropriate next steps to mitigate the issue.  These actions include establishing priority and severity, engaging various stakeholders and coordinating through the problem-solving process.

 Responsibilities: 

• Issue Ownership: Taking full responsibility for issues reported by lower support tiers or directly by customers, ensuring each problem is resolved effectively.
• Problem Solving: Conducting thorough research, diagnosis, and troubleshooting to find solutions to customer issues.
• Escalation Protocol: Adhering to established procedures for escalating unresolved issues to the correct internal teams for further investigation.
• Customer Communication: Delivering prompt and precise feedback to customers, maintaining clear and open communication channels.
• Issue Tracking: Recording and tracking all issues diligently, guaranteeing they are resolved in a timely manner.
• Reporting: Generating accurate reports promptly to provide insights into customer issues and resolutions.
• Knowledge Documentation: Creating detailed technical notes and articles to expand the knowledge base, aiding in future issue resolution.
• Live Ticket Handling: Managing live production issues that have been escalated, ensuring high-priority issues are addressed promptly.
• Customer Engagement: Responding to inquiries from current and potential customers regarding the functionalities and features of the applications.
• Feedback Loop: Relaying customer feedback and requirements to the development and engineering teams to inform product improvement.
• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
• Manage customers' expectations and experience in a way that results in high customer satisfaction.
• Act as the conduit between the customer and development teams to troubleshoot and resolve reported issues.
• Act as an SME for the applications being supported to provide consistency for interfacing with each software development team.
• Be the voice of the customer to ensure the appropriate expectations and urgency communicated to the software development teams.
• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the developer community.
• Use consistent processes across all supported regions for interfacing with various support stakeholders.

Technical Skills

• Experience with MS SQL Server
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
• DML and DDL queries
• Proven working experience in enterprise technical support.
• IIS and web server experience
• Server installation or Upgradation.
• Strong problem-solving skills
• Excellent client-facing skills
• Excellent written and verbal communication skills
• Incident management/problem management. 

 Good to have.

• Any development/testing background is a plus.
• ASP.net, SSIS, SSRS is a plus.
• Development/Modification of SQL Stored Procedures /Functions/Triggers
• ITIL certified.
• Azure certified.