Automation Anywhere is the leader in Agentic Process Automation (APA), transforming how work gets done with AI\-powered automation. Its APA system, built on the industry’s first Process Reasoning Engine (PRE) and specialized AI agents, combines process discovery, RPA, end\-to\-end orchestration, document processing, and analytics—all delivered with enterprise\-grade security and governance. Guided by its vision to fuel the future of work, Automation Anywhere helps organizations worldwide boost productivity, accelerate growth, and unleash human potential.
Job Description – Associate Technical Support Engineer
Location : Vadodara
Exp \- 1\-2 Years
Shift \- 1\-10 PM IST
- Respond to customer through phone/ email inquires w.r.t products and perform required technical troubleshooting steps based on customer issue within the scope of support
- Hands\-on experience working with ticketing tools and SLA governed environment
- Escalate issues (when required) to the appropriate channel
- Record, track, and document the problem\-solving process all the way through to the final resolution
- Use logical reasoning to analyze a situation and make use of available debug utilities
- Identify and learn old and new software features supported by the organization
- Hands\-on experience working with fixes at the product level, including installing and upgrading software
- Test fixes and BETA versions of the software to ensure reported problem(s) have been adequately resolved
- Ability to establish proper course of action to ensure efficient completion of work within prescribed time limits
- Develop FAQ and Knowledge Base articles to aid in problem resolution.
Roles and Responsibility \-
- Take ownership of the Support Tickets and customer communication to be done by L2
- L2 owns the responsibilities all the client communication for swarmed tickets.
- Team will work with required L3 engineer and ensure the logical conclusion of the ticket when they are unable to solve the ticket within the stipulated time
- Work with Escalation Engineer over Escalated tickets
.• Issue understanding and Impact analysis during problem identification \- Severity validation
- Identify affected components
- Search KBs, Support tickets, Documents for relevant solutions for the reported issue.
- Replicate it locally \[share the env. details in the internal tab of the ticket].
- Request and review all required details like the screenshot, all application logs, event viewer logs and Diagnostic utility result (if needed) before having a meeting with the customer.
- Self\-analysis capture over the ticket. (internal and external notes)
- Plan of action should be shared with the customer before scheduling a meeting with the customer.
- During scanning Jira tickets, if he/she finds an issue as bug/enhancement. The information should be added to the ticket \[internal tab] and further needs to be validated by L3 member.
- In case of bug/ enhancement fixed after getting confirmation from L3, communication to the customer
- Frontline engineer is also responsible for KB and RCA for the non\-swarmed issue.
- The engineer should be flexible to work in any shift as required by the business in the future
- The engineer should be ready to work 24X7X365 rotating shift based on business requirements.
Technical Skills \-
- High proficiency in using computers.
- Technical troubleshooting/ debugging experience, programming experience, knowledge in database, SQL queries.
- Advance knowledge of Windows systems, fair understanding of code flow( JAVA, Python, C\#), Webserver ( IIS / Apache / Tomcat troubleshooting), Any database.
- Advanced knowledge of Database, scripting, Excel.
- Basic knowledge of macros.
- Intermediate knowledge on Networking, Windows Server 2012 onwards, Client\-Server Architecture
- Basic knowledge on Cluster and Active Directory
- In\-depth Knowledge about browsers (MS Internet Explorer and equivalent)
- Usage of MS Office suite (MS Outlook, MS Word and MS Excel) \& Open office suite.
All unsolicited resumes submitted to any @automationanywhere.com email address, whether submitted by an individual or by an agency, will not be eligible for an agency fee.