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Subject Matter Expert (SME)
Description: SME acts as the primary technical contact and provides advanced technical troubleshooting support and resolution for the support cases raised by the Apigee customers. SME will lead and manage escalated and critical issues, be a technical point of contact, and drive the issues to resolution. SME will also provide technical support assistance, guidance on handling the complex technical issues. SME strives to deliver support services high productivity and quality and motivates the team towards the same goals. SME will interact with the TSE team and act as a single point of contact.
Responsibilities:
Domain Needs: Cloud knowledge with APIGEE and acts as a Contextual Master
Own, troubleshoot and resolve complex technical problems
Act as a Consultant and Subject Matter Expert (SME) for the team by coaching and providing technical support, guidance to resolve complex/critical issues
Lead and manage the customer’s escalations and critical issues through effective technical diagnosis, troubleshooting and resolution
Create and deliver high quality incident reports for customer’s critical issues,
Develop an in-depth understanding of Apigee product technology and enhancements by troubleshooting, performing deep-dive analysis, determining the root cause of customer issues
Identify and manage the training requirements for the team
Single point of contact for the Google TSE/Engineering team for any technical issues, roadblocks, escalations.
Technical Support Agent (Level-3)
Description: Technical Support Agent (Level-3) will troubleshoot and resolve technical problems of Apigee customers by using the skills in Apigee product, debugging, networking and system administration. The Agent will provide technical support and guidance for peers to resolve complex technical issues.
Responsibilities:
Own, troubleshoot and resolve complex technical problems
Lead and manage the customer’s escalations and critical issues through effective technical diagnosis and resolution
Create and deliver high quality incident reports for customer’s critical issues
Mentor other team members on handling and managing complex/critical issues .
Develop a good understanding of Apigee product technology and enhancements by troubleshooting, performing deep-dive analysis, determining the root cause of customer issues.
Subject Matter Expert (SME)
Bachelor’s degree in Computer Science, Information Technology, or related field of study
5 or more years of IT experience
Proficient in Apigee Edge Cloud and Private Cloud (OPDK) products and architecture
Strong troubleshooting skills in API Management and Gateway systems (Apigee) System/network administrator level knowledge of Linux/Unix or Windows operating systems Knowledge of Networking fundamentals (TCP/IP, Routing, Load Balancing, etc.)
Solid knowledge of web technologies (HTTP, HTML, DNS, TCP, etc.) and REST APIs
Strong analytical and problem solving skills
Excellent written and verbal communication skills
Experience in Customer Support Communication skills demonstrating customer empathy while managing complex technical issues.
Domain Needs: Cloud knowledge with APIGEE and acts as a Contextual Master
Alternative Skills: Rest APIs and API Managemment
Technical Support Agent (Level-3)
Bachelor’s degree in Computer Science, Information Technology, or related field of study
4 or more years of IT experience
Good knowledge of Apigee Edge Cloud and Private Cloud (OPDK) products and architecture
Strong troubleshooting skills in API Management and Gateway systems (preferably Apigee)
System/network administrator level knowledge of Linux/Unix or Windows operating systems
Knowledge of Networking fundamentals (TCP/IP, Routing, Load Balancing, etc.)
Solid knowledge of web technologies (HTTP, HTML, DNS, TCP, etc.) and REST APIs
Strong analytical and problem solving skills Excellent written and verbal communication skills
Technical Needs: Google Apigee with troubleshooting skills
Domain Needs: Cloud and APIGEE Knowledge.
Alternative Skills: Rest APIs and API Management
Description: SME acts as the primary technical contact and provides advanced technical troubleshooting support and resolution for the support cases raised by the Apigee customers. SME will lead and manage escalated and critical issues, be a technical point of contact, and drive the issues to resolution. SME will also provide technical support assistance, guidance on handling the complex technical issues. SME strives to deliver support services high productivity and quality and motivates the team towards the same goals. SME will interact with the TSE team and act as a single point of contact.
Responsibilities:
Description: Technical Support Agent (Level-3) will troubleshoot and resolve technical problems of Apigee customers by using the skills in Apigee product, debugging, networking and system administration. The Agent will provide technical support and guidance for peers to resolve complex technical issues.
Responsibilities:
Subject Matter Expert (SME)
Description: SME acts as the primary technical contact and provides advanced technical troubleshooting support and resolution for the support cases raised by the Apigee customers. SME will lead and manage escalated and critical issues, be a technical point of contact, and drive the issues to resolution. SME will also provide technical support assistance, guidance on handling the complex technical issues. SME strives to deliver support services high productivity and quality and motivates the team towards the same goals. SME will interact with the TSE team and act as a single point of contact.
Responsibilities:
Domain Needs: Cloud knowledge with APIGEE and acts as a Contextual Master
Own, troubleshoot and resolve complex technical problems
Act as a Consultant and Subject Matter Expert (SME) for the team by coaching and providing technical support, guidance to resolve complex/critical issues
Lead and manage the customer’s escalations and critical issues through effective technical diagnosis, troubleshooting and resolution
Create and deliver high quality incident reports for customer’s critical issues,
Develop an in-depth understanding of Apigee product technology and enhancements by troubleshooting, performing deep-dive analysis, determining the root cause of customer issues
Identify and manage the training requirements for the team
Single point of contact for the Google TSE/Engineering team for any technical issues, roadblocks, escalations.
Technical Support Agent (Level-3)
Description: Technical Support Agent (Level-3) will troubleshoot and resolve technical problems of Apigee customers by using the skills in Apigee product, debugging, networking and system administration. The Agent will provide technical support and guidance for peers to resolve complex technical issues.
Responsibilities:
Own, troubleshoot and resolve complex technical problems
Lead and manage the customer’s escalations and critical issues through effective technical diagnosis and resolution
Create and deliver high quality incident reports for customer’s critical issues
Mentor other team members on handling and managing complex/critical issues .
Develop a good understanding of Apigee product technology and enhancements by troubleshooting, performing deep-dive analysis, determining the root cause of customer issues.
Subject Matter Expert (SME)
Bachelor’s degree in Computer Science, Information Technology, or related field of study
5 or more years of IT experience
Proficient in Apigee Edge Cloud and Private Cloud (OPDK) products and architecture
Strong troubleshooting skills in API Management and Gateway systems (Apigee) System/network administrator level knowledge of Linux/Unix or Windows operating systems Knowledge of Networking fundamentals (TCP/IP, Routing, Load Balancing, etc.)
Solid knowledge of web technologies (HTTP, HTML, DNS, TCP, etc.) and REST APIs
Strong analytical and problem solving skills
Excellent written and verbal communication skills
Experience in Customer Support Communication skills demonstrating customer empathy while managing complex technical issues.
Domain Needs: Cloud knowledge with APIGEE and acts as a Contextual Master
Alternative Skills: Rest APIs and API Managemment
Technical Support Agent (Level-3)
Bachelor’s degree in Computer Science, Information Technology, or related field of study
4 or more years of IT experience
Good knowledge of Apigee Edge Cloud and Private Cloud (OPDK) products and architecture
Strong troubleshooting skills in API Management and Gateway systems (preferably Apigee)
System/network administrator level knowledge of Linux/Unix or Windows operating systems
Knowledge of Networking fundamentals (TCP/IP, Routing, Load Balancing, etc.)
Solid knowledge of web technologies (HTTP, HTML, DNS, TCP, etc.) and REST APIs
Strong analytical and problem solving skills Excellent written and verbal communication skills
Technical Needs: Google Apigee with troubleshooting skills
Domain Needs: Cloud and APIGEE Knowledge.
Alternative Skills: Rest APIs and API Management
Description: SME acts as the primary technical contact and provides advanced technical troubleshooting support and resolution for the support cases raised by the Apigee customers. SME will lead and manage escalated and critical issues, be a technical point of contact, and drive the issues to resolution. SME will also provide technical support assistance, guidance on handling the complex technical issues. SME strives to deliver support services high productivity and quality and motivates the team towards the same goals. SME will interact with the TSE team and act as a single point of contact.
Responsibilities:
Description: Technical Support Agent (Level-3) will troubleshoot and resolve technical problems of Apigee customers by using the skills in Apigee product, debugging, networking and system administration. The Agent will provide technical support and guidance for peers to resolve complex technical issues.
Responsibilities: