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Xerox Development Support Engineer (Associate Analyst, IM Support) in Cochin, India

Development Support Engineer (Associate Analyst, IM Support)

General information

City: Cochin

State/Province: Kerala

Country: India

Department: Information Management

Date: Monday, October 11, 2021

Working time: Full-time

Ref#: 20013755

Job Level: Individual Contributor

Job Type: Experienced

Job Field: Information Management

Seniority Level: Associate

Description & Requirements

About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at and explore ourcommitment to diversity and inclusion. (

Designation: Development Support Engineer (Associate Analyst, IM Support)

Timings: 6 PM to 3 AM (IST)

Location: Kochi

Experience: 2 to 5 years

Qualification: BE/BTech/MCA


Level 4 Development Support Engineers provide application support to end-users, both internal and external, and act as the last point of support before the development teams of those applications.

The correct candidate will be able to operate efficiently working independently and as part of a team to support over 40+ Xerox custom applications, including establishing creative or previously undocumented solutions to ensure continued operation, and is a US CONUS Citizen. Engineers are SMEs who determine if an incoming escalation is a code issue, a data issue, a hosting issue, or a training issue and take appropriate action to mitigate. These actions include establishing urgency/severity, interfacing with development teams, hosting team, and end-users alike, maintaining good relations with all involved parties, establish workarounds for software failures, and driving development team resolutions through meetings.

Skills Requirements:

  • Experience with MS SQL Server

  • Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes

  • DML and DDL queries

  • Proven working experience in enterprise technical support

  • IIS and web server experience

  • Server installation or Upgradation.

  • Strong problem-solving skills

  • Excellent client-facing skills

  • Excellent written and verbal communication skills

  • Incident management/problem management

Good to have

  • Any development/testing background is a plus

  • SSIS or SSRS is a plus

  • Development/Modification of SQL Stored Procedures /Functions /Triggers

  • ITIL certified


The viability of a good platform includes the ability to support it in the field when issues arise, whether they are software bugs or user errors, and on a Global basis. Highly effective 4th level support personnel can partially/temporarily make up for gaps in other aspects of the platform development process. Successful development support engineers will

  • Act as the conduit between the customer and development teams to troubleshoot and resolve reported issues

  • Manage the customer’s expectations for software solutions to escalations

  • Be skillful and knowledgeable in the triage and addressing of issues before being escalated to

  • the development teams

  • Be the voice of the customer to ensure that the development organization understands the impact of a SPAR on the business as a whole.

Job Description:

  • Ensure excellent customer experience from end-user to development team

  • Use consistent processes across all supported regions for interfacing with various support stakeholders (e.g., for software licensing, interaction with other cross-functional team members, interaction with customers, etc.)

  • Use the appropriate software triage and resolution procedures are being followed prior to escalating to 4th level development support

  • Use software developed and/or managed by the Platform Development organization to manage day-to-day activities and escalate issues

  • Maintain and add to a product Knowledge Base that can be leveraged by the end-users of the software as well as development support personnel

  • Ensure that the XGS licensing policies and processes are followed in accordance with direction from the regional line of business owners

  • Build a positive working relationship between the customer support team and other cross-functional teams

  • Interface with each of the development groups regarding outstanding issues on a regular basis and in a consistent fashion

  • Act as an SME for the applications being supported to provide consistency for interfacing with each software development team

  • Manage customer-support issues and work with the software development teams to provide a resolution for the customer

  • Be the voice of the customer to ensure the appropriate expectations and urgency communicated to the software development teams

  • Communicate workarounds to the customer, if available

  • Communicate anticipated SPAR release dates to the customer, if required

  • Convince the customer to post-pone fixes towards the end of a development cycle to help relieve release commitment pressure where possible

  • Work with the hosted team members to troubleshoot and resolve centralized hosting issues.

  • Work with the LOB Release Managers and Implementation Managers to obtain up-to-date and new information for the Product Knowledge Base


  • Take ownership of issues reported by lower tiers and at times end customers and see problems through to resolution

  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues

  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

  • Provide prompt and accurate feedback to customers

  • Ensure proper recording, tracking and ensure timely closure of all issues

  • Prepare accurate and timely reports

  • Document knowledge in the form of knowledge base tech notes and articles

  • Working on live production tickets escalated by lower tiers, and at times end customers

  • Answering questions from customers and prospective customers about the features and capabilities of our applications

  • Communicating customer needs and wishes to our development and engineering staff.

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity or expression, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at and explore ourcommitment to diversity and inclusion! ( People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

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