Job Description

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ZS is a professional services firm that works side by side with companies to help develop and deliver products that drive customer value and company results. From R&D to portfolio strategy, customer insights, marketing and sales strategy, operations and technology, we leverage our deep industry expertise and leading-edge analytics to create solutions that work in the real world. Our most valuable asset is our people—a fact that’s reflected in our values-driven organization in which new perspectives are integral and new ideas are celebrated. ZSers are passionately committed to helping companies and their customers thrive in industries ranging from healthcare and life sciences, to high-tech, financial services, travel and transportation, and beyond.

ZS’s India Capability & Expertise Center (CEC) houses more than 60% of ZS people across three offices in New Delhi, Pune and Bengaluru. Our teams work with colleagues across North America, Europe and East Asia to create and deliver real world solutions to the clients who drive our business. The CEC maintains standards of analytical, operational and technological excellence across our capability groups. Together, our collective knowledge enables each ZS team to deliver superior results to our clients.

:  ZS’s Software Development team designs, implements, tests and supports high quality products that help hundreds of companies and thousands of end users make critical decisions. Whether writing distributed optimization algorithms or advanced mapping and visualization interfaces, you will have an opportunity to solve challenging problems and make an immediate impact. SENIOR SOFTWARE SUPPORT ENGINEER We seek an experienced IT professional to work within our SD Group in our Pune, India office. This role will support client and client team questions about the configuration and configuration of our proprietary Javelin SaaS applications. Responsibilities:

• Assist our clients and client teams in questions about the functionality and configuration of our SaaS applications;
• Develop documentation and the Technical Support Knowledge Base to reduce troubleshooting time and drive faster issue resolution;
• Develop process and procedures to increase issues resolution by Level 1 Help Desk staff;
• Troubleshoot software related problems over the phone and remotely;
• Escalate issues to Operations and Development teams with reproducible test cases that replicate the problem;
• Identify the probable source of the problem, whether that is a software application component or a software or hardware problem within the IT infrastructure;
• Manage end user issue resolution through multiple internal and external teams.

Qualifications:

• Bachelor's Degree in CS, EE, or related discipline required, with high academic achievement;
• 3+ years of experience supporting Microsoft .NET web based applications and Windows servers;
• Working knowledge of Microsoft SQL Server, ASP.NET, and IIS;
• Experience working with xml & config files, windows & web services;
• Ability to analyze SQL traces and work with WinDbg is preferred;
• Experience in troubleshooting various forms of software problems from the server to the client browser;
• Experience gathering software diagnostic data and process dumps
• Ability to work methodically and analytically in a quantitative problem-solving environment;
• Excellent verbal & written communication skills, preferably with international exposure, inspiring confidence while leading customers through the steps to resolve issues via phone and email;
• Eagerness to contribute in a team-oriented environment.

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ZS is a global consulting firm. Fluency in English is required; additional fluency in at least one European or Asian language is desirable.
Candidates must possess or be able to obtain work authorization for their intended country of employment. An on-line application, including a full set of transcripts (official or unofficial), is required to be considered.
ZS offers a competitive compensation package with salary and bonus incentives, plus an attractive benefits package. ZS is an equal opportunity employer and is committed to providing equal employment and advancement opportunities without regard to any class protected by applicable law.
ZS is committed to providing and maintaining a safe workplace. Must have received or be willing to receive the COVID-19 vaccination by date of hire to be considered. Proof of vaccination will be required. Religious/Medical Exemptions can be requested on a limited basis upon hire.
NO AGENCY CALLS, PLEASE.