- Deployment: Responsible for deployment, trouble-shooting and providing technical support of Guavus big-data analytics products/ solutions remotely or on customer site while working closely with the Engineering teams. Should be well verse with the product to be able to configure/install by making changes according to client specifications and company standards.
- People/Technical Management: Responsible for managing a team of technical support specialists and get involved in recruitment plans, appraisals and career development initiatives.
- Process Improvement: Recognize potential service and service delivery issues with the client and recommends appropriate solutions accordingly. Undertake cost benefit analysis if alternative methods exist for problem resolution.
- Customer Satisfaction:Expected to abide by SLAs and make sure they are followed by the technical team too.
- Provide technical, functional, domain support to Guavus partners, customers, field engineers or deployment teams in diagnosing, troubleshooting and debugging highly complex and challenging deployments.
- Act as contact point for program manager, engagement manager and project manager for the set of solutions being handled