Customer Support Engineer

About Turvo:
Turvo provides a collaborative Transportation Management System (TMS) application designed specifically for the supply chain. Turvo Collaboration Cloud connects freight brokers, 3PLs, shippers, and carriers to unite supply chain ecosystems, delivering outstanding customer experiences, real-time collaboration, and accelerated growth. The technology unifies internal and external systems, providing one end-to-end solution that streamlines operations, enhances analytics, and automates business processes while eliminating redundant manual tasks. Turvo’s customers include some of the world’s largest Fortune 500 logistics service providers and shippers as well as small to mid-sized freight brokers.

Turvo is based in Dallas, Texas, with offices in Hyderabad, India. (www.turvo.com).

Responsibilities::
• Proactively monitor the production environment and respond quickly in response to trends or issues.
• Contribute in debugging, troubleshooting the complete stack of a service and drive the analysis of an outage.
• Participate actively in bug/issue triage with the feature teams, and support welli nformed decisions towards business and engineering goals.
• Primary escalation point of complex product issues, ensuring service level agreement(SLA) resolution, root cause analysis, engagement of appropriate engineering teams, and effective communications of problem mitigation withour customers.
• Diagnose and resolve complex product and 3rd party integration issues(technical andnon-technical) reported by customers.
• Develop and deploy technical solutions into production systems, establish work arounds when required, and offer best practices to help customer experience.
• Available 24 X 7 for all Sev 1 and Sev 2 customer product issues.
• Primary owner and escalation of customer SLA performance.
• Collaborate with Product Managers, Engineering and Site Reliability Engineering teams to identify systemic product issues and opportunities for performance enhancement.
• Share insights as the ‘voice of the customer’ to drive product improvements.
• Create and maintain technical documentation, including knowledge base articles,to assist customers and colleagues.
• Keep up to date with new Turvo products & services from quarterly releases Train and mentor Support Analyst (Tier 1) team members, sharing technical knowledge and troubleshooting best practices.
• Works independently and makes reasonable and informed decisions.

Qualifications::
• Bachelor's degree in Engineering, related degree, Computer Science, Computer Information Systems, Information Technology, or equivalent experience.
• 2+ years experience in production support/Technical support/Applicationsupport.
• Demonstrated experience in stressful, fast paced technical support or a related engineering role, showcasing strong troubleshooting skills and a customer-centric approach.
• Experience with Kibana, Elasticsearch, MySQL, Mongo DB, Browser Developer Tools, RESTAPI / Open API, RabbitMQ.
• Experience debugging Java is preferred.
• Proven ability to work independently, manage tasks, and prioritize effectively.
• Available 24 X 7 for Sev 1 and Sev 2 issues.
• Willingness to work flexible hours to provide SLA time-based coverage for our customers.
• Excellent communication skills, both written and verbal, to effectively interact with customers and internal teams.
• Proficiency in utilizing support tools, CRM systems, and remote support technologies.
• Willingness to adapt to industry trends and contribute to a dynamic support environment.
• Previous experience within Supply Chain or Logistics industries is desirable.