Your mission

You will contribute to the Continuous Services mission by establishing customer satisfaction. You are the Technical application specialist for our external Support customers and a real troubleshooter guru. Your passion is to investigate root causes and resolve technical problems from various individually customized applications for our  Continuous Services customers. Your biggest challenge is to be creative and help our customers as soon as possible when they are not able to run their daily business anymore, but also to propose preventive actions to avoid incidents from happening.

Your profile

• Responsible for maintaining the technical knowledge of the customer environment.
• Responsible for updating the technical documents in the Support & Application Management knowledge base. 
• Analyze log files, provide corrective measures, and propose technical preventive solutions to the First Line team or the customer success associate. 
• “Spar” with project members about technical/functional workarounds in the model in case of defining a correction due to an incident. 
• May execute hotfixes in the model on Production environments.
• Responsible for defining clear instruction (documentation and training) towards the front office team for incidents, service requests, or executing predictive maintenance.
• Responsible for maintaining an internal Reference environment.
• Contact 3rd party suppliers related to incidents or service requests. 
• Responsible to execute deployment of DELMIA Quintiq applications in the customer production environment to conform release instructions from the project team. 
• Provides input on new functional/technical opportunities to the Client Executive.
• Help to improve the internal and external  Continuous Services processes. 
• As part of the  Continuous Services team, you will have direct contact with customers around the world regarding updates to their raised incidents or service requests. 

Technical competencies:

• Basic understanding about Windows Server Operating Systems.
• Hands-on experience using Java/C++/C#.NET, PowerShell or similar object-oriented languages.
• Experience with databases like SQL Server or Oracle is nice-to-have. 
• Experience with Log Analysis, application, and system performance analysis.
• Basic understanding of TCP/IP Networking would be added advantage.
• Previous experience with DELMIA Quintiq would be added advantage.

Competence requirements: 
   • Strong analytical and troubleshooting skills. 
   • Persistence and pro-active attitude. 
   • Creative problem-solving skills. 
   • Problem management skills. 
   • Customer and result oriented. 
   • Excellent communication skills. 
   • Highly customer and result-focused. 
   • Sense of Ownership 
   • Service and quality focus/mindset 
   • Excellent English reading, writing, and conversation. 
   • Flexible (After completion of probation period it is expected to be ready to work in rotational shifts).

Education requirement:
Bachelor’s degree, or Master’s degree in Computer Science, Software Engineering, Mathematics or comparable work experience. 
 
Job experience:

• Previous experience with solving technical issues at customer-facing front is an advantage.
• At least 2 years’ experience in software troubleshooting or in high level technical support. 

Why us?

We offer a fun full-time job with competitive packages and benefits  which include:

• 5 working days 
• Hybrid Work Culture with the flexible working hours
• Medical Insurance 
• Loyalty Bonus & Profit Sharing
• Opportunities to grow in different roles
• International Onsite Opportunities
• Company-sponsored external training for your skills developments
• Employee Engagement Activities like monthly games and competitions, team outings, and company trips etc
• Apart from privilege leaves and sick leaves we also have:
  • Birthday Leave
  • Marriage Leaves
  • Maternity/Paternity Leaves
  • Loyalty Leaves
  • Bereavement Leaves

You will be working in a state-of-the-art infrastructure in Ahmedabad, in a professional and international culture, communicating with colleagues around the world (USA, UK & the Netherlands), and you will get international customer handling experience. Performance is rewarded within The Logic Factory. We provide a fun environment where self-reliant people, who want to make a career within TLF, will be well rewarded. We are proud to be a privately-owned company, small enough to meet everyone at the lunch table but large enough to successfully implement the most challenging projects for Fortune 500 Companies around the globe and be seen as a trusted advisor in various industries.