Associate Technical Support Engineer

About Us

Automation Anywhere is the leader in Agentic Process Automation (APA) transforming how work gets done with AI-powered automation. Its APA system built on the industrys first Process Reasoning Engine (PRE) and specialized AI agents combines process discovery RPA end-to-end orchestration document processing and analyticsall delivered with enterprise-grade security and governance. Guided by its vision to fuel the future of work Automation Anywhere helps organizations worldwide boost productivity accelerate growth and unleash human potential.

Job Description Associate Technical Support Engineer

Location : Vadodara

Exp - 1-2 Years

Shift - 1-10 PM IST

Respond to customer through phone/ email inquires w.r.t products and perform required technical troubleshooting steps based on customer issue within the scope of support

Hands-on experience working with ticketing tools and SLA governed environment

Escalate issues (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 FAQ and Knowledge Base articles to aid in problem resolution.

Roles and Responsibility -

Take ownership of the Support Tickets and customer communication to be done by L2

L2 owns the responsibilities all the client communication for swarmed tickets.

Team will work with required L3 engineer and ensure the logical conclusion of the ticket when they are unable to solve the ticket within the stipulated time

Work with Escalation Engineer over Escalated tickets

. 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.

Replicate it locally share the env. details in the internal tab of the ticket.

Request and review all required details like the screenshot all application logs event viewer logs and Diagnostic utility result (if needed) before having a meeting with the customer.

Self-analysis capture over the ticket. (internal and external notes)

Plan of action should be shared with the customer before scheduling a meeting with the customer.

During scanning Jira tickets if he/she finds an issue as bug/enhancement. The information should be added to the ticket internal tab and further needs to be validated by L3 member.

In case of bug/ enhancement fixed after getting confirmation from L3 communication to the customer

Frontline engineer is also responsible for KB and RCA for the non-swarmed issue.

The engineer should be flexible to work in any shift as required by the business in the future

The engineer should be ready to work 24X7X365 rotating shift based on business requirements.

Technical Skills -

High proficiency in using computers.

Technical troubleshooting/ debugging experience programming experience knowledge in database SQL queries.

Advance knowledge of Windows systems fair understanding of code flow( JAVA Python C#) Webserver ( IIS / Apache / Tomcat troubleshooting) Any database.

Advanced knowledge of Database scripting Excel.

Basic knowledge of macros.

Intermediate knowledge on Networking Windows Server 2012 onwards Client-Server Architecture

Basic knowledge on Cluster and Active Directory

In-depth Knowledge about browsers (MS Internet Explorer and equivalent)

Usage of MS Office suite (MS Outlook MS Word and MS Excel) & Open office suite.