Job Description

Description

What We're Looking For:

Meltwater, a global Software-As-A-Service company, that builds digital intelligence and marketing solutions for a global client base. All our solutions are web-based, offered as a service, and based on a modern technology stack.


We at our Bengaluru office are looking for a Product Support Engineer who wants to work in a dynamic global organization, solving interesting, real time problems. We are looking for ambitious professionals who would like to grow with our Product Support team.


Product Support Engineer is a key technical role within the Global Support group. The Engineers use their understanding of Meltwater technologies and the products, and work on our customers' business objectives to drive support tickets to closure.

Key Performance Indicators would be client/sales satisfaction (as reported via feedback surveys and net promoter scores) along with system and support SLAs being met and reduction of client churn.

What You'll Do:

The primary function of the Product Support Engineer is to manage, prioritize and troubleshoot a pipeline of tickets and application requests Administer a variety of technical projects related to the maintenance of the Meltwater applications Respond to system-generated alerts/escalations relating to any failures on the service platform Investigate and troubleshoot tickets thoroughly and send out timely and accurate responses Creation and implementation of Newsfeed and Newsletters for clients Follow support case management practices, including meeting SLAs and making sure cases are kept up to date in the Support System of Record (JSM) Clear, concise and effective communication to customers, vendors and within Meltwater Work effectively under high-pressure situations when there are escalations to handle

What You'll Bring:

MSc and MCA Graduates Excellent troubleshooting and problem-solving skills Investigation and diagnostic skills Good understanding of at least one scripting or programming language, database and basics of Unix/Linux SQL/Database experience HTML, CSS, JavaScript, JQuery, Regular Expression, Node.js etc. Fluent English communication skills, both written and spoken Programming language skills Experience with MongoDB/NoSQL or MySQL/MSSQL AWS knowledge is a plus Experience with developing or troubleshooting on social media platforms Web development skills

What We Offer:

Gain experience at a global company with start-up feel and amazing culture Work in a dynamic and fun environment Regular hackathons to exercise your creative technical skills Well-defined career paths for people who want to contribute to a customer-focused company

Our Story

At

Meltwater

, we believe that when you have the right people in the right environment, great things happen.



Our best-in-class technology empowers our

27,000 customers

around the world to make better business decisions through data. But we can't do that without our global team of developers, innovators, problem-solvers, and high-performers who embrace challenges and find new solutions for our customers.



Our award-winning global culture drives everything we do and creates an environment where our employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other's successes along

the way.



We are innovators at the core who see the potential in people, ideas and technologies. Together, we challenge ourselves to go big, be bold, and build best-in-class solutions for our customers.



We're proud of our diverse team of

2,200+ employees

in

50 locations

across

25 countries

around the world. No matter where you are, you'll work with people who care about your success and get the support you need to unlock new heights in your career.

We are Meltwater. Inspired by innovation, powered by people.