Software Engineer - Customer Support (Tech.)

ResponsibilitiesUnderstand how the product works and how it is used by customers.Interact with customers on/ off-site to troubleshoot issues, provide workarounds by leveraging your software development skills.Understand and fulfill enhancement requests received via customer use-cases.Develop knowledge base articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.Provide technical expertise, guidance, mentorship to team members. Participate in hiring processes.Follow and contribute to defined CRM processes to manage customer requests efficiently.Provide hot fixes, patches and upgrade deployment support in production and staging environments and work closely with customers to schedule and test.Define and track bugs for Development and offer innovative ideas to improve product quality.Work practicing agile methodologies, follow best coding practices and ensure quality & timely delivery.Role may involve travel to customer locations.Qual