Skip to main content Skip to footer

Apigee

Taguig Job No. r00202968 Full-time

Job Description

Subject Matter Expert (SME)

Description: 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)

Description: 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.

Qualifications

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.

#LI-PH

Life at Accenture

Training and Development

Take time away to learn and learn all the time in our regional learning hubs, connected classrooms, online courses and learning boards.

Work Environment

Be your best every day in a work environment that helps drive innovation in everything you do.

Learn more about Accenture

Our Expertise

See how we embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.

Meet Our People

From entry-level to leadership, across all business and industry segments, get to know our people harnessing technology to make a difference, every day.

Stay connected

Join Our Team

Search open positions that match your skills and interest. We look for passionate, curious, creative and solution-driven team players.

Keep Up to Date

Stay ahead with careers tips, insider perspectives, and industry-leading insights you can put to use today–all from the people who work here.

Job Alert Emails

Personalize your subscription to receive job alerts, latest news and insider tips tailored to your preferences. See what exciting and rewarding opportunities await.