Technical Support: Apigee SME  

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About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 733,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

What you’ll do:

Subject Matter Expert (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)

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.

Here’s what you need:

Subject Matter Expert (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

Technical Support Agent (Level-3)

• 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.