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support and maintenance

 
Greenhorn
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Hi,
I am a new ranch member. can some one please tell me what is the nature of application support and maintenance job is...basically what they do ..

thanks in advance
 
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1. Provide technical support to customers by email and phone.

2. Set up environment to reproduce critical customers issues inhouse for developers or quality engineers (QEs). Make sure that issues passed on to QEs are genuine issues.

3. Be an active part of the Quality Assurance process - track bugs, test fixes, write technical notes/documentation, attend/provide training etc.

4. There are several roles for support engineers - general support, premium support (assigned to one customer only for all their issues), advanecd support (support only for the most advanced features of a product).

5. At times, get involved in POC (Proof of Concept) cycle. This is a pre-sale demo to the customer showing how well the product fits their needs. This involves on-site travel, generally.

That's what Tech Support Engineers do in my company.
Hope that helps!
Amit
 
Abhi thiru
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thanks Amit.
 
Abhi thiru
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Thanks Amit.
so how will it be in production support
 
Amit Saini
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Thanks Amit.
so how will it be in production support



The above mentioned points highlight what Support Engineers generally do in a product based company.

I didn't get what you're trying to ask. Can you elaborate more?
-Amit
 
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tech support generally deals with customer cases that are the problems related to product.But role & responsibility may differ depending upon tech & product.But very few development work.
production support deals with problems that occurs at customer system like configurations or database setup etc..
 
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