Position : Engineer Global SupportLocation : Gurugram The Support Expert (3rd Level Support - SW/HW) supports requests from Tech Expert (2nd Level Support) in solving technical queries for the respective products (Compass Cash Center, Compass Casino Connect, etc.). He/she processes routed, functionally escalated customer inquiries and provide solutions. The Support Experts are the focal points to involve further Organizations providing L4 Support (e.g., Quality Management, R&D, TPMs, external suppliers etc.).Knowledge Transfer into Service and through different service levels is at all times ensured. Continuous improvement in quality and efficiency is his/her day-to-day charter.The Support Expert (3rd Level Support - SW/HW) impacts in these main areas: * Effective and customer-oriented expert support concerning complex issues for the focused products * Monitoring and acceptance of allocated Cases routed from L2 to L3 Support,, fulfilling internal OLAs and customer SLAs to drive customer satisfaction * Detailing of customer requests forwarded from L2 Support and identification of the most effective solutions for customer's problems in MS Dynamics Tool * Detailed problem analysis, remote identification of a solution (via phone, e-mail, remote or visual support) and documentation in the Field Service and Support Management System (TopDesk / Dynamics) * Regular communication of status and solutions for requests via the Field Service and Support Management System * If required, provision of on-site support (troubleshooting, complex solutions, answering very complex technical customer questions) to solve very complex problems * Documentation of problem-related solutions with the help of knowledge articles, error tree updates, etc. * Providing know-how via (online) trainings, knowledge articles, documentation reviews etc. * Identification and categorization of customer inquiries that require further support and forward them to the respective specialist (Level 4 in R&D, Integration, Quality) in case of product change requests, upgrades, quality matters, etc. * Central point of contact to involve further non-service experts (Level 4) like Quality, R&D, OEMs and management of interaction and sparring with those * Contribution to continuous product improvements by raising quality notifications or change requests * Constant optimization of end-to-end support workflows, governance and tools through consolidation of customer feedback and initiation of corresponding action * Driving escalations to resolution The Support Expert (3rd Level Support - GDM) closely cooperating with Global: Training, Knowledge & Technical Communication, R&D, Product Quality Regions: Tech Expert (2nd Level Support) Requirements: * Personality / Skills / Professional Qualification & Experience * Engineering degree in Computer/IT/Electronics/Electrical with many years professional experience in technical service in various support levels * Minimum 5-6 Years experience in SW support is required * Demonstrated skills in operating systems (MS platform - (SERVER200x, CITRIX) and skills in database systems (MS SQL 200x, Oracle). * Working knowledge of used programming languages (e.g. JAVA, .NET, ) and have excellent ability to communicate and work effectively with other team members in a multicultural and international environment. * Working Knowledge of Networking * Strong service mentality and the ability to successfully carry out systematic problem analyzes even under pressure * Taking over responsibility, handling customer and colleagues with respect * Fluent in spoken and written English * The ability to make recommendations for continuous quality improvements in all areas of accountability. * Flexibility to work long hours as necessary and able to handle high pressure in a professional manner