Technical Support Engineer

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 industry’s first Process Reasoning Engine (PRE) and specialized AI agents, combines process discovery, RPA, end-to-end orchestration, document processing, and analytics—all 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 – Technical Support Engineer Location : Vadodara Exp - 2-4 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. All unsolicited resumes submitted to any @automationanywhere.com email address, whether submitted by an individual or by an agency, will not be eligible for an agency fee. Experience Level Mid Level