SME
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.
TSE L3
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.
Qualification
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
TSE L3
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.
