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Technical Lead Support Engineer

  • Application Deadline: April 30, 2019
  • Bengaluru

Meltwater is looking for Lead Support Engineer for our growing team in Bengaluru Office. This is a key technical role within Global Support group. LSE’s use their understanding of Meltwater technologies and products, the technical environment in which they run, and our customers’ business objectives to drive support tickets to closure. The technical role also involves monitoring and diagnosing application and system issues that are disrupting Meltwater’s business critical Media Intelligence Platform. This is a production environment, and issues need immediate attention with early diagnosis and appropriate response.

LSE’s work closely with other members of Support to ensure tickets are prioritized appropriately and are being worked most efficiently. The LSE’s provide mentoring and leadership to team members, both locally and across the global support team. This includes performing work reviews and ticket audits as required, and providing the management team with insight and feedback on team members for their quarterly reviews.

Responsibilties:

  • Manage, prioritize and troubleshoot a pipeline of tickets, application requests and project activities.
  • Respond to system generated alerts/escalations relating to any failures on the service platform.
  • Manage work, time and resources in the team.
  • Clear, concise and effective communication to customers, vendors and within Meltwater.
  • Feedback to the training, engineering teams to improve the quality of our product and documentation.
  • Developing and implementing innovative solutions that meet the needs of our customers and add value.
  • Technically assist the team on solution approaches for issues and responses to the customer. Encourage the team to provide good solutions.
  • Set KPIs for the team and provide feedback on members’ performances and work with them whenever required.
  • Conduct and organize knowledge sharing sessions on technical and product components.

Skills & Requirements

Skills Required:

  • MCA/BE or equivalent
  • 4 to 6 years’ experience within Application Support or relevant role
  • Business awareness with excellent communication skills both written and verbal
  • Ability to work in a dynamic global organization, solving interesting, real time problems
  • Strong leadership skills, a proactive attitude
  • SQL/Database experience
  • HTML, CSS, JavaScript, JQuery, Regular expressions etc.
  • Programming language skills

Desirable:

  • Node.js, Angular.js
  • UNIX and scripting
  • MongoDB, Elastic Search, Big Data

Great Place to Work

  • Competitive Salary

  • Fresh fruits & free drinks

  • Internal hackathons

  • Personal Branding Support

  • Ergonomic desks and chairs

  • Great hardware

  • Opportunities to travel in Europe and the U.S.

  • Open Source Contributions

  • Conferences and Tech Talks

About the company

Meltwater, a pioneer of media intelligence and now Outside Insight, gives businesses the information advantage they need to stay ahead. More than 26,000 companies have used Meltwater’s media intelligence to stay on top of billions of online conversations and extract relevant insights to strategically manage their brands. Meltwater is dedicated to personal, global service built on the local expertise of 55 offices across six continents. Meltwater is also committed to fostering the data science ecosystem through MEST, a pan-African entrepreneurial program and incubator, and Shack15, a global data science community. Learn more at meltwater.com.

All of our solutions are fully web-based, offered as a service, and based on a modern technology stack. This is your opportunity to be part of a small agile team within a big multinational organization!

We are more than 1500 people across the globe, so there is a lot going on. We believe in diversity and inclusion, and building teams with a wide variety of backgrounds and perspectives. This approach not only raises the quality of our products for our customers, but makes collaboration along the way much more fun.

Read our underthehood blog to see which problems our engineers are solving. Also have a look at what life is like at Meltwater and visit our company profiles on LinkedIn, Xing, Facebook, and Twitter.


Chinju Balakrishnan | Hiring Manager

I'm interested
Meltwater Product & Engineering

Bengaluru
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