Job Description

Position Overview
Replicon, the Time Intelligence™ Company, has a comprehensive suite of products, powered by the Time Intelligence Platform, to manage enterprise time, projects, people, costs, gross pay & profits. We support more than 1.5 million people across thousands of customers spanning 180+ countries around the globe.
The Tier 2 Integration Operations Engineer would be part of the Replicon Integration team. The role would involve being a techie, an analyst, a consultant, and a leader. Also, the engineer would be our in-house representative who collaborates with our developers in identifying/addressing bugs, implementing enhancement related to integration or automation solutions.
Open to work in Global rotational working hours
We have:

• An innovative, market-leading enterprise solution with a growing customer base
• An exciting, nurturing culture that rewards a determined attitude of getting things done and problems solved
• Clear goals with an opportunity to learn new things and explore a variety of avenues
• Smart, well-connected global teams that work like a family with the sole aim to delight customers
• An open-minded approach to continuous improvement of people, product and processes

You have:

• Ambitious, Tech support expert with any Bachelor's Degree
• A minimum of 3 years of experience in product support, especially software applications/integration
• Good customer service skills, including communication (verbal and written), active listening, and interpersonal skills
• Excellent problem-solving ability, troubleshooting, and critical thinking skills
• Good understanding of software applications, especially web-based applications and related technology
• Knowledge and understanding of cloud integration. Hands-on experience would be an added advantage
• Good understanding of API and Web Services
• Good understanding of any SQL Server and/or Oracle database management systems
• Ability to work on complex scenarios with time limits and available resources
• Comfortably handle multiple tasks/projects simultaneously and effectively work as an individual and as part of a team
• Experience and willingness to work in a 24/7 support environment

What you’ll do:

• To provide level 2 technical assistance related to integrations and automation solutions
• Should have good knowledge of products, automation, and integrations tailor-made for the customer
• Ability to handle escalations reported by other teams or customers
• Should maintain quality and adhere to SLA, process & security policies
• Collaborate with other operational and development teams during triage and resolution of operational issues
• Adhere to the incident management procedure based on the severity
• Capturing detailed documentation on the reported incident, communicating to respective stakeholders
• Should take ownership of reported incident
• Should follow the change management process in implementing any changes reported from incidents

Growth path:
Based on the skills and experience, one can move into:

• Integration Engineer or Software developer role
• Subject Matter Expert, Tech lead role
• Moving to other internal teams