Job Description

Automation Anywhere is a global leader in Robotic Process Automation (RPA), empowering customers to automate business processes with intelligent software bots \xe2\x80\x93 AI-powered, digital workers that perform repetitive and manual tasks, resulting in dramatic productivity gains, optimized customer experience, and more engaged employees. The company offers the world\'s only cloud-native, web-based intelligent automation platform combining RPA, artificial intelligence, machine learning and analytics. Automation Anywhere has deployed nearly 3 million bots to support some of the world\'s largest enterprises across all industries in more than 90 countries. For more information about our portfolio, please visit us at www.automationanywhere.com.

• Respond to customer through phone/ email inquires w.r.t products and perform required technical troubleshooting steps based on customer issue within the scope of support
• Hands-on experience working with ticketing tools and SLA governed environment
• Escalate issues (when required) to the appropriate channel
• Record, track, and document the problem-solving process all the way through to the final resolution
• Use logical reasoning to analyze a situation and make use of available debug utilities
• Identify and learn old and new software features supported by the organization
• Hands-on experience working with fixes at the product level, including installing and upgrading software
• Test fixes and BETA versions of the software to ensure reported problem(s) have been adequately resolved
• Ability to establish proper course of action to ensure efficient completion of work within prescribed time limits
• Develop FAQ and Knowledge Base articles to aid in problem resolution.

Roles and Responsibility -

• Take ownership of the Support Tickets and customer communication to be done by L2
• Take ownership of the Support Tickets and customer communication to be done by L2
• L2 owns the responsibilities all the client communication for swarmed tickets.
• Team will work with required L3 engineer and ensure the logical conclusion of the ticket when they are unable to solve the ticket within the stipulated time
• Work with Escalation Engineer over Escalated tickets

.\xe2\x80\xa2 Issue understanding and Impact analysis during problem identification - Severity validation

• Identify affected components
• Search KBs, Support tickets, Documents for relevant solutions for the reported issue.
• Replicate it locally [share the env. details in the internal tab of the ticket].
• Request and review all required details like the screenshot, all application logs, event viewer logs and Diagnostic utility result (if needed) before having a meeting with the customer.
• Self-analysis capture over the ticket. (internal and external notes)
• Plan of action should be shared with the customer before scheduling a meeting with the customer.
• During scanning Jira tickets, if he/she finds an issue as bug/enhancement. The information should be added to the ticket [internal tab] and further needs to be validated by L3 member.
• In case of bug/ enhancement fixed after getting confirmation from L3, communication to the customer
• Frontline engineer is also responsible for KB and RCA for the non-swarmed issue.
• The engineer should be flexible to work in any shift as required by the business in the future
• The engineer should be ready to work 24X7X365 rotating shift based on business requirements.

Technical Skills -

• 
  High proficiency in using computers.
• Very good working experience on Linux
• Technical troubleshooting/ debugging experience, programming experience, knowledge in database, SQL queries.
• Advance knowledge of Windows systems, fair understanding of code flow( JAVA, Python, C#), Webserver ( IIS / Apache / Tomcat troubleshooting), Any database.
• Advanced knowledge of Database, scripting, Excel.
• Basic knowledge of macros.
• Intermediate knowledge on Networking, Windows Server 2012 onwards, Client-Server Architecture
• Basic knowledge on Cluster and Active Directory
• In-depth Knowledge about browsers (MS Internet Explorer and equivalent)
• Usage of MS Office suite (MS Outlook, MS Word and MS Excel) & Open office suite.
• Candidate should be open to work in night shift.