Automation Anywhere

About Us

Automation Anywhere is a leader in AI-powered process automation that puts AI to work across organizations. The company’s Automation Success Platform is powered with specialized AI, generative AI and offers process discovery, RPA, end-to-end process orchestration, document processing, and analytics, with a security and governance-first approach. Automation Anywhere empowers organizations worldwide to unleash productivity gains, drive innovation, improve customer service and accelerate business growth. The company is guided by its vision to fuel the future of work by unleashing human potential through AI-powered automation. Learn more at www.automationanywhere.com

Overview

The role would need someone that comes with industry expertise and add credibility to the Sustenance Engineering team. The ideal candidate will partner with Development SMEs, Product Management, Customer Support and Field teams to execute a comprehensive strategy for key customer queries, defects and escalations. If you love problem-solving, work on a wide range of technologies, then you have found the right home. This role requires an understanding of IT operations, support and software engineering. Experience in customer engagement from engineering perspective, troubleshooting issues in enterprise grade products, a wide systems understanding and ability to work in breadth and depth of technical challenges. We are looking for a hands-on engineer who can help with a holistic approach, conducts troubleshooting & analysis and works on product related customer queries, identifies the patterns and bottlenecks suggests workarounds, collaborate with customer support, product development, product managements and many other stakeholders. You will work in a high-energy, fun and engaging work environment with talented colleagues from diverse backgrounds and experiences

Responsibilities

• Understand the product in detail to represent Sustenance Engineering to provide operational support from engineering
• Work on key complex critical issues along with customer personnel and remote Automation Anywhere Support engineers to provide workaround and solutions
• Take initiatives to overcome product shortcomings, improve reliability and quality of our product to reduce post-release incidents, queries, and escalations
• Monitor customers systems to identify potential problems and trends, and subsequently, make the necessary recommendations to resolve them to ensure optimal performance of these systems
• Work with stakeholders to perform root-cause analysis & figure out solution approaches
• Build scripts, utilities and any workaround priority that may help customer in running the business in critical times
• Create sustainable systems and services through automation and innovation
• Learn from customer issues & interactions to further suggest & advocate improvements in product
• Work collaboratively with development, product management and customer success team members from diverse technical, creative, and business backgrounds.
• Measure and optimize product performance, with an eye toward pushing our capabilities forward, getting ahead of customer needs, and innovating to continually improve
• Partner with development teams to improve services through rigorous testing and release procedures
• Maintain a very high-quality bar in projects from the start and to champion quality improvements by implementing better technical practices.

Required Skills and Qualifications

• Bachelor’s degree in computer science or other highly technical, scientific discipline
• Experience in enterprise customer systems with a good end to end view of the architecture
• Experience in integration of complex technologies
• Analytical and problem-solving skills: Excellent log analysis, troubleshooting and debugging abilities for web applications with high attention to detail
• Must have working knowledge in technology areas like database, network-related tools, elastic search, Kubernetes, and Microservice architecture
• A proactive approach to spotting problems, areas for improvement, and performance bottlenecks
• Ability and willingness to work alone on projects in a self-directed and matured manner
• Customer-Centricity - Must have good customer handling and negotiation skills with the mindset of creating positive experiences for the customer
• Effective interpersonal skills and collaborative management style to include teamwork and team-building ability
• Precise and concise technical communication
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.

Preferred Qualifications

• Engineering graduate with a minimum of 18 to 24 months of work experience in product companies in similar roles
• Previous work experience in software engineering, preferably experience directly with customers on technical issues
• Coding experience beyond simple scripts

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.