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Tier 3 Support Engineer
4 weeks ago
Required Skills & Experience
• 3+ years of experience troubleshooting and problem resolution for escalated technical issues
•Experience analyzing and diagnose complex software, hardware, and network problems.
• Ability to work with: help center, engineering, and product teams to identify root causes and develop solutions.
• Excellent customer service and the ability to support presales and post-sales activities by providing technical guidance and solution design input.
• Create and maintain technical documentation, knowledge base articles, and customer communications.
• Mentor and assist lower-level support teams to improve overall support effectiveness.
Job Description
A client of Insight Global is seeking a Tier 3 Support Engineer to support the Unified Contact Center Enterprise (CCE). The Tier 3 Support Engineer is a senior technical expert responsible for resolving the most complex and escalated issues related to Contact Center Enterprise (CCE). This role requires deep technical knowledge and the ability to work closely with customers, partners, and engineering teams.
On a day to day basis you will be supporting the Tier 2 support level as a more technical point of contact. You will be responsible for looking at the issue and understanding what the root cause issue is. From there, you will loop in the proper point of contact for remediation. During this time you will be responsible for communication with the customer.
