eGain Communication Pvt. Ltd.

Job Description

Company Name: eGain Communication Pvt. Ltd.

About Company: 

eGain is a leading provider of AI-powered knowledge management and customer experience automation solutions. With over 25 years of experience in knowledge management, eGain helps enterprises unify siloed content, automate trusted knowledge workflows, and deliver measurable AI-ROI through proven frameworks and methods. Global 2000 companies across industries rely on eGain to transform customer service, improve employee productivity, reduce costs, and accelerate AI adoption. Visit www.eGain.com for more information.

Designations:

• Position1: Solution Success Analyst. 
• Position 2: Cloud Operations Engineer.

Experience: Freshers.

Job Location: Pune (Mon-Friday WFO).

Shift Time: Rotational Shift.

Eligibility Criteria:  

• Qualification: BE/B.Tech(CS/IT).
• Pass out Year: 2026.

Approx. Package: Rs.5,00,000/- Per Annum.

Roles & Responsibilities For Solution Success Engineer:

1. Resolve customer queries via phone, chat, and email
2. Troubleshoot technical issues in SaaS applications
3. Collaborate with product engineering to fix problems
4. Provide guidance on platform features and best practices
5. Document incidents, solutions, and workarounds
6. Perform root cause analysis on recurring issues
7. Support software updates and deployments
8. Ensure high customer satisfaction through timely support

Skills Required For Solution Success Engineer:

1. Proficient in SaaS platforms.
2. Skilled in troubleshooting technical issues.
3. Experienced with CRM systems.
4. Strong communication skills.
5. Excellent problem-solving abilities.
6. Customer-service oriented.

Roles & Responsibilities For Cloud Operations Engineer:

1. Deploy, configure, and maintain cloud services on AWS infrastructure
2. Monitor customer environments and ensure system availability and performance
3. Troubleshoot issues related to cloud infrastructure and customer deployments
4. Automate routine operational and maintenance tasks using scripts/tools
5. Provide continuous support with willingness to work in 24×7 shift-based operations
6. Ensure reliability, scalability, and smooth functioning of cloud-based SaaS services

Skills Required For Cloud Operations Engineer:

1. Basic understanding of cloud computing concepts, especially AWS services
2. Familiarity with AWS tools and infrastructure management
3. Knowledge of Linux/Unix systems and system administration basics
4. Problem-solving and troubleshooting skills for infrastructure and applications
5. Scripting or automation skills (e.g., Python, Shell scripting)
6. Understanding of networking fundamentals (DNS, TCP/IP, etc.)
7. Good communication and teamwork skills
8. Ability to work in a fast-paced, shift-based environment
9. Preferred AWS certifications like: AWS Certified Cloud Practitioner or AWS Certified SysOps Administrator