Senior Platform Support Engineer

ZS is a place where passion changes lives. As a management consulting and technology firm focused on improving life and how we live it , our most valuable asset is our people. Here you'll work side-by-side with a powerful collective of thinkers and experts shaping life-changing solutions for patients, caregivers and consumers, worldwide. ZSers drive impact by bringing a client first mentality to each and every engagement. We partner collaboratively with our clients to develop custom solutions and technology products that create value and deliver company results across critical areas of their business. Bring your curiosity for learning; bold ideas; courage an d passion to drive life-changing impact to ZS.
Our most valuable asset is our people .
At ZS we honor the visible and invisible elements of our identities, personal experiences and belief systems-the ones that comprise us as individuals, shape who we are and
make us unique. We believe your personal interests, identities, and desire to learn are part of your success here. Learn more about our diversity, equity, and inclusion efforts and the networks ZS supports to assist our ZSers in cultivating community spaces, obtaining the resources they need to thrive, and sharing the messages they are passionate about.
Job Description
ZS is looking for a Senior Platform Support Engineer to join our team in Pune. In this role you're a detective, a problem solver.
As a technical support professional, your mission is to solve each case quickly and easily and create amazing experiences for every customer. You consult and partner with our customers and our internal ZS employees to diagnose and resolve their complex questions and issues. You listen, ask questions and make customers' technical issues yesterday's news.
You have strong analytical skills and the proven ability to research, analyze and determine the best course of action. You have excellent communications skills, including the ability to modify your style to obtain your customers' trust and confidence. You have solid background knowledge regarding relevant operating systems and troubleshooting hardware and software issues. And you stand out from the pack if you have prior technical support experience in a customer care center environment.
The Platform Support team at ZS is a casual, collaborative, and a smart group.
What You'll Do :

• Provide 2 nd line (L2/T2) support to the product.
• 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 Tier 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

What You'll Bring:
ZS welcomes candidates with degrees in computer science, electrical engineering, mathematics or a related discipline. Additionally, we seek individuals with the following qualifications:

• 3 - 6.5 years of experience developing / supporting Microsoft .NET web-based applications and Windows servers
• Bachelor's Degree in IT, CS, EE, or related discipline with high academic achievement
• Experience in troubleshooting various forms of software problems from the server to the client browser
• 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
• Eagerness to contribute in a team-oriented environment
• Working knowledge of Web applications.
• Working knowledge of Databases like Microsoft SQL Server, PostgreSQL, Oracle, etc.
• Working knowledge of Webservers like IIS, Weblogic etc.
• Experience working with XML, JSON, Python, PowerShell a plus
• Good knowledge on AWS platform, and related services like EMR, EC2, Cloudwatch, Lambda, etc.
• Nice to have: Experience with Log Analysis tool like Splunk, DataDog
• Nice to have: Experience with APM tool like OneRelic, Dynatrace.
• Ready to work in rotational shifts as ZS provides 18x5 Support to the products.

Perks & Benefits:
ZS offers a comprehensive total rewards package including health and well-being, financial planning, annual leave, personal growth and professional development. Our robust skills development programs, multiple career progression options and internal mobility paths and collaborative culture empowers you to thrive as an individual and global team member.
We are committed to giving our employees a flexible and connected way of working. A flexible and connected ZS allows us to combine work from home and on-site presence at clients/ZS offices for the majority of our week. The magic of ZS culture and innovation thrives in both planned and spontaneous face-to-face connections.
Considering applying?
At ZS, we're building a diverse and inclusive company where people bring their passions to inspire life-changing impact and deliver better outcomes for all. We are most interested in finding the best candidate for the job and recognize the value that candidates with all backgrounds, including non-traditional ones, bring. If you are interested in joining us, we encourage you to apply even if you don't meet 100% of the requirements listed above.
To Complete Your Application:
Candidates must possess 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.
NO AGENCY CALLS, PLEASE.
Find Out More At:
www.zs.com