Technical Support Engineer

Job Type: Location Type: Remote: open to residents of any country

 

About Us

Automation Anywhere is a leader in AI-powered process automation that puts AI to work across organizations. The company’s Automation Success Platform is powered with specialized AI, generative AI and offers process discovery, RPA, end-to-end process orchestration, document processing, and analytics, with a security and governance-first approach. Automation Anywhere empowers organizations worldwide to unleash productivity gains, drive innovation, improve customer service and accelerate business growth. The company is guided by its vision to fuel the future of work by unleashing human potential through AI-powered automation. Learn more at www.automationanywhere.com

Automation Anywhere is a global leader in intelligent automation, empowering customers to automate end-to-end business processes with software bots – digital workers that perform repetitive and manual tasks, resulting in dramatic productivity gains, superior customer experience and more engaged employees. The company offers the industry leading web-based and cloud-native intelligent automation platform combining RPA, API, Document Automation, Process Discovery, artificial intelligence, machine learning and analytics right out of the box, to help organizations rapidly start and scale their process automation journey. The advent of AI & GenAI has meant that Automation Anywhere is more relevant to the enterprise in determining how to use this transformative technology to gain a competitive edge. With a global network of 1,900 partners, Automation Anywhere has deployed over 2.1 million bots to support some of the world’s largest enterprises across all industries. For additional information, visit www.automationanywhere.com

The Role

The Technical Support Engineer – Level 2 will

• Take ownership of incoming help requests from end users and document all pertinent customer information.
• Respond to customer through Phone/ Email / Chat inquires w.r.t products and perform required technical troubleshooting steps based on customer issue within the scope of support.
• Knowledge of working with ticketing tools and SLA governed environment.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriate channel. Record, track, and document the problem-solving process all the way through to the final resolution.
• Use logical reasoning to analyze a situation and make use of available debug utilities.
• Identify and learn old and new software features supported by the organization.
• Hands-on experience working with fixes at the product level, including installing and upgrading software.
• Test fixes and BETA versions of the software to ensure reported problem(s) have been adequately resolved.
• Ability to establish proper course of action to ensure efficient completion of work within prescribed time limits.
• Develop FQ and Knowledge Base articles to aid in problem resolution.

Primary Duties

• Take ownership of the Support Tickets and customer communication to be done by L2
• L2 engineer will work with required L3 engineer and ensure the logical conclusion of ticket when they are unable to solve the ticket within the stipulated time •
• Issue understanding and Impact analysis during problem identification – Severity validation •
• Identify affected components.
• Search KBs, Support tickets, Documents for relevant solutions for the reported issue.
• Request and review all required details like screenshot, all application logs, event viewer logs and Diagnostic utility result (if needed) before having a meeting with customer.
• Self-analysis capture over the ticket. (internal and external notes)
• Before swarming the case, detailed swarm details (using swarm template) to be filled with proper log analysis.
• Plan of action should be shared with the customer before scheduling a meeting with customer.
• Complete mandatory Product/process training on time.

Relevant Skills and Experience

• Bachelor’s degree in IT, Computer Science or equivalent is required.
• Must be able to read, write and communicate in both English and Japanese.
• Basic knowledge of Robotic Process Automation and Gen-AI is required.
• Must be able to multi-task and display strong problem-solving skills.
• Good understanding of Linux/Unix is preferred.
• Must be confident with MS Office suite of applications (Outlook, Excel and Word).
• Knowledge of LAN, WAN, WLAN technologies and network protocols such as TCP/IP, DNS, DHCP, VPN is desired.
• Previous experience of delivering customer success in a technical support engineer is preferred.

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All unsolicited resumes submitted to any @automationanywhere.com email address, whether submitted by an individual or by an agency, will not be eligible for an agency fee.