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Technical Lead- Technical Support

Job Description

Duties & Responsibilities:

Technical Lead will play a critical role in providing technical assistance for SumTotals global customer base. As a member of SumTotal Customer Support, Technical Lead provide real-time technical support on SumTotal Enterprise products through e-mail and phone interactions with customers and by using SumTotal’s internal incident tracking system. The fundamental goal of this position is to help our customers achieve success using our products. The job involves handling and resolving complex technical queries and issues in the areas of product functionality or architecture and defect correction

Sum Total Systems India Pvt. Ltd.
5 – 8 yrs Hyderabad / Secunderabad

Salary: Not Disclosed by Recruiter

Industry:IT-Software / Software Services

Functional Area:IT Hardware , Technical Support , Telecom Engineering

Role Category:IT Hardware

Role:Technical Lead -Hardware Design


Technical Support Customer Support ASP .Net SQL Server Oracle

Desired Candidate Profile

UG: Any Graduate – Any Specialization
PG:Any Postgraduate – Any Specialization
Doctorate:Doctorate Not Required
Experience & Qualifications:

Developing a deep knowledge of SumTotals range of enterprise products

Solve basic common user problems in real time, including software functionality problems and questions; data communication/networking troubleshooting; installation problems and questions; and OS and browser related issues

Communicating with corporate customers via telephone, email, or other media as applicable regarding technically complex problems identified in SumTotals software products, and maintaining effective customer relations

Escalate top priority, production-critical issues to the appropriate technical staff

Maintain ownership of issues until resolution, drive other teams as needed, set customer expectations accordingly.

Resolve incidents in a timely manner as per SLAs.

Provide guidance, assistance, and mentoring support to junior team members


Technical and practical expertise in Windows 2000 Server, IIS, ASP, .Net, SQL Server or Oracle

Strong customer service focus

Good problem solving skills

Excellent communication skills

Ability to grow and work in a team

Graduation in Engineering / Sciences or a Post graduate degree in Computer Sciences

6-10 years of experience

Background in application support & SAAS environment is advantageous

Must be willing to work in shifts 
Company Profile:
SumTotal Systems India Pvt. Ltd.
SumTotal Systems India Pvt. Ltd.


Recruiter Name:HR