Apigee

Subject Matter Expert (SME)

Description: SME acts as the primary technical contact and provides advanced technical troubleshooting support and resolution for the support cases raised by the Apigee customers. SME will lead and manage escalated and critical issues, be a technical point of contact, and drive the issues to resolution. SME will also provide technical support assistance, guidance on handling the complex technical issues. SME strives to deliver support services high productivity and quality and motivates the team towards the same goals. SME will interact with the TSE team and act as a single point of contact.

Responsibilities:

• ​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.

Technical Support Agent (Level-3)

Description: Technical Support Agent (Level-3) will troubleshoot and resolve technical problems of  Apigee customers by using the skills in Apigee product, debugging, networking and system administration. The Agent will provide technical support and guidance for peers to resolve complex technical issues.

Responsibilities:

• 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.