01Overview
Job Summary
We are looking for an experienced and customer-focused Implementation & Support Engineer to join our team. The ideal candidate should have hands-on experience implementing software solutions, providing technical support, troubleshooting customer issues, and coordinating with internal technical teams to ensure successful deployments and ongoing customer satisfaction.
The role requires solid analytical skills, excellent communication abilities, and experience working directly with customers during implementation, go-live, and post-implementation support.
Key Responsibilities
Plan, coordinate, and execute software implementation projects for customers.
Configure applications based on customer requirements and business processes.
Work closely with customers during installation, deployment, testing, user acceptance, and go-live.
Provide Level 1 and Level 2 technical support through phone, email, remote sessions, or onsite visits when required.
Investigate, troubleshoot, and resolve application, configuration, and system-related issues within agreed SLA timelines.
Coordinate with Product Development, QA, and Engineering teams to resolve complex technical issues.
Perform root cause analysis and ensure timely issue resolution.
Document implementation procedures, support activities, known issues, and resolutions.
Conduct customer training sessions and provide user guidance during implementation and post-deployment.
Monitor customer environments and proactively identify potential issues.
Participate in software upgrades, patches, and release deployments.
Assist in validating software releases before customer deployment.
Maintain accurate support tickets, implementation status reports, and project documentation.
Build and maintain robust customer relationships through effective communication and timely support.
Required Skills
Experience in software implementation and customer technical support preferably for LOS and LMS systems for NBFC in different Loan products.
Strong troubleshooting and problem-solving skills.
Understanding APIs, web services, and application integration concepts is an advantage.
Experience using ticketing/helpdesk systems.
Ability to analyze logs and diagnose application issues.
Robust verbal and written communication skills.
Ability to manage multiple customer implementations and support requests simultaneously.
Willingness to travel for customer implementations when required. .
