Position: Product Support Engineer
Company: GlobalLogic
Category: Support
Experience required: 2y

**Job Description**
- 2-3 years of experience in software testing and/or customer support.
- Experience working with Windows OS and SQL data
- Knowledge of OSI model
- Experience in working with NetSuite\ Salesforce or other support cases software.
- Experience in maintenance servers via VSphare (VMware).
- Experience with debugging tools (Wireshark/Fiddler/Postman)
- Ability to work sometimes irregular hours and under pressure.
- High proficiency in English, both technical and conversational.
- Ability to communicate with customers via phone and email.

Background in testing of complex application software – Advantage.
A basic background in the language of C# – Advantage.

 **Job Responsibilities**
- Analyze complicated cases raised by customers for mission critical systems. Ability to debug client systems, analysis of logs, windows event viewer.
- Support customers in system configuration and installations
- Work with the development team and drive solutions quickly

**Department/Project Description**
Support engineer for situation management division.
Focusing mainly on customer cases investigation and system troubleshooting.
As part of the support team, you oversee customer cases by analyzing and investigate bugs, reproducing cases on a live setup and troubleshooting live systems. You will divert the case to the correct team and provide them with clear guidance to help resolve the issue.
Once the development team has resolved the issue you will confirm the fix and update the field engineers.

The Product is a situation management software platform that enables situation planning, response, and analysis for the security, safety and emergency markets. By integrating and correlating information from multiple and diverse systems across the organization and coordinating response actions, the Product ensures that everyone in the operational chain knows what is happening and what to do.