Architect, Customer Support (Tech)

Responsibilities

Resolve highly critical, P0 customer issues with excellent diagnostic and troubleshooting skills 
Should be able to lead on RED account for technical issues/defects. 
Offer innovative ideas to improve ticket resolution and closure quality. 
Should drive and provide efficient ways for resolution/fixes of common issues across the customers. 
Should suggest/implement ways to reduce overall tickets. 
Should be able to drive initiatives for productivity and ticket resolution quality improvement. 
Should suggest or implement functionality in platform to provide ways to improve turnaround time for tickets. 
Test hot fixes, patches and upgrade deployment support in production and staging environments. 
Should be able to contribute on knowledge base articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution. 
Understand how the product works and how it is used by customers. 
Interact with customers on/off-site to troubleshoot issues, provide workarounds by leveraging software development skills. 
Should be primary TSE for multiple large accounts. Should be able to manage customer requirements for large accounts. 
Should be able to guide SSE/LSE for quicker resolutions as TechLead. 
Should achieve productivity goal for the tech team as TechLead. 
Provide technical expertise, guidance, mentorship to team members. Lead in hiring processes. 
Should be able to train team members on New Technology / Processes.

Qualifications

12-15 years overall experience in developing enterprise web applications or in Technical Support on Microsoft platform or in Sustaining engineering role. 
Of which 3-4 years of experience in a Support or Sustaining engineering role is a must. 
Troubleshooting skills on the Microsoft platform, with expertise in C#, ASP.NET, MVC, SQL, Stored Procedures and JavaScript. 
Expertise on Windows Azure and Cloud Computing will be an added advantage. Certification a definite plus. 
Understanding of customer support processes and tools. Ability to follow defined processes. 
Good written and verbal communication skills. 
The ability to be a good listener, and to understand customer issues. Ability to work independently on issues assigned. 
Minimum Education: Science or Engineering graduate