Flatirons Solutions

About Flatirons Solutions

Flatirons Solutions, Inc. is hiring Support Specialist for our Engineering Operations Organization in Chennai, India. Join us as we employ world-class software engineering practices to solve complex Content Lifecycle Management (CLM) problems in some of the most interesting problem spaces in the industry today. Our solutions are used in a wide range of functions within these organizations, and include: technical engineering order management, documentation authoring and publishing, flight operations manuals, data archiving, and other workflow, documentation and maintenance products. The support team will be run 24*7*365 on a rotational shift basis with teams based out of India. This job will provide excellent opportunities to work together with global teams located in the US and India. Receive and provide first-response to tickets from end customers – ensure that response time SLA is met for all tickets. Assess, clarify and negotiate customer reported issues. The issues reported could vary from simple IIS restarts to complex functional issues with the product. In case it is a known issue – provide solution to customer within agreed resolution SLA by referring to the Knowledge Database. If it is an issue that cannot be solved by Triage – escalate issue to Engineering team for further action after capturing all necessary details on the ticket and reproducing the issue. For high priority issues – work to get all relevant stakeholders onto a common telecon bridge and moderate the activities necessary to fix the issue. Provide timely status updates of support activities, per departmental standards and guidelines. Respond to server alerts and coordinate with Hosting to resolve. Test and deploy maintenance versions and patches to be delivered to Customer. Work closely with the Project Manager, Product Architect(s), delivery teams, and development team(s) to achieve the highest possible level of product quality. Maintain the knowledge database to keep it relevant for current issues. Participate in support review meetings (internal or with customer), where proposed solutions are presented, and feedback is solicited from all attendees. We’d like to talk to you if you: Have experience with technical production support activities for critical enterprise applications/products with good communications skills Are able to work independently, think on your feet, triage issues and prioritize tasks Work well with minimum supervision and can operate independently on assigned support tasks. Have solid analytical and logical cognitive skills Show initiative and creativity, recommending improvements and enhancements. Familiarity with XML, technical publications, and the aviation industry is a big plus! About Us At Flatirons Solutions, we have a very important job. With millions flying each day, we play an important role in making sure everything goes as planned. We take technical information and through software solutions we work our magic and produce an effective product that allows aviation and aerospace workers to be experts. Who We Are We are a global team of nearly 400 professionals with a passion of Turning Content into Knowledge. We are located in North America, Asia, and Europe. Innovative software and service solutions are our bread and butter. What We Do We use cutting edge XML and 3D technologies to make complex content come to life, allowing millions of airline passengers to travel more safely each day thanks to more efficient, compliant maintenance and operational procedures. Who We Serve We partner with manufacturers to produce the data needed to deliver complex products like aircraft, jet engines, components, and defense systems. We work with airlines to take control of that data to revise and deliver it to their flight crews and maintainers worldwide. Our solutions help power 8 of the world’s 10 largest airlines and some of the most successful aviation and defense manufacturers in the world. Flatirons Solutions provides equal employment opportunities without regard to gender, race, national origin, religion, age, disability, or veteran status. Visit us and apply at www.Flatironssolutions.com Check us out at https://www.linkedin.com/company/flatironssolutions/

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Company Info

Legal Form: LIMITED

Company Type: Private

Company Size: 51 - 250

Revenue: 25 - 50 million (USD)

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