Lead Technical Support Engineer

Technical Support Engineer

At Majesco, we believe in connecting people and business to Insurance in ways that are Innovative, Hyper-Relevant, Compelling and Personal. We bring together the brightest minds to build the future of Insurance; a world where Insurance makes life and business easier, more connected and better protected.

Majesco is seeking an Oracle Developer with JAVA knowledge who will be responsible for triaging cases in L2 Production Support, as well as perform data patches, and is capable of completing the in-depth analysis needed. Candidates should be familiar with production support processes and is able to manage customer expectations and address technical queries.

Key Role and Responsibilities

• Provide technical Support to our customers, displaying a sense of urgency and discipline in making sure cases are updated and we meet our SLA.
• Leverage experience and research existing knowledge resources to evaluate customer's environment and historical use of Majesco products to proactively prepare for customer engagement, assess business impact and instill immediate customer confidence.
• Preparing data patches for the required cases and releasing it to the customer.
• Willingly accepts and adapts to change in product(s) being supported, as well as changes to the infrastructure and technology. Lead others through and acts as a role model in adapting to product(s)/technology change.
• Perform root cause analysis on cases by reviewing application logs, reviewing data and identify and implement corrective and preventive measures.
• Improve the trouble shooting materials needed to drive down MTTR.
• Ensures the customer has clear details and documentation on the issue and resolutions.
• Have a clear understanding of product feature set and be self-motivated for continuous learning of new features.
• Understands and uses SQL skills to extract data from the database as per user requirement.
• Diligently follows the support process by keeping cases up to date and escalating troublesome cases toa Support manager and the Principal Support Engineer.
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions.

All About You

• Typically has 5+ years technical support experience as an Oracle Developer; Property & Casualty Insurance experience is desirable.
• Experience working with large and complex enterprise customers.
• Proficiency and hands on experience in RDBMS architecture and performance tuning systems like Oracle/MS- SQL/SQL Server.
• Basic JAVA knowledge, web services and API related integration.
• Strong technical aptitude for both cloud-based and on-premise client solutions.
• Excellent written and verbal communication skills, highly organized, collaborative and detail oriented.
• Excellent problem-solving skills, ability to work with others in the group to reach solutions for the customer.
• Proven ability to maintain a professional demeanor when handling complex customer and internal issues.
• Strong commitment to quality and customer service.
• Works well in a remote team environment.
• Bachelor's degree or global equivalent required.

What Majesco Offers:

Majesco is committed to equal pay and transparency. The annual base salary range for this position is $80,000 - $105,000. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. It is uncommon for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on a variety of factors. Majesco considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, candidate's work location, education/training, key skills, internal peer equity, external market data, as well as market and business considerations when making compensation decisions.

At Majesco, we offer a comprehensive employee benefits package with most coverage starting Day One. Our benefits package includes, but is not limited to: Medical, dental & vision insurance; employer-funded HSA coordinating with a high-deductible health plan; FSA, short-term/long-term disability; Life/AD&D insurance; 401(k), flexible time off, paid sick days and 11 paid holidays; paid parental/bonding leave; career anniversary leave and other voluntary benefits.