Technical Support Engineer

2 days ago

Mumbai, India ConnectWise Full time
General Summary:

The Technical Support Engineer is responsible for providing technical support to users using the CW PSA software by evaluating user needs, identifying problems, and finding solutions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with our products with enhanced overall system performance for partners.

Essential Duties & Responsibilities:

• Provides technical support to cross-functional teams, with a high attention to detail

• Researches, analyzes, and documents findings, serves as an escalation point for complex support requests

• Engages in the application of systems analysis of hardware or software for best practices per ConnectWise’s technical documentation and provides solutions based on diagnosis of the problem.

• Investigates issues reported by the customer for defects, data issues, etc. and works to resolve them.

• Analyzes, tests, and modifies customer data in the database / front end server, based upon the issue(s) identified.

• Interacts with customers to provide technical support via email, phone, cases, and remote sessions.

• Maintains a knowledge base of our products and services and provides high quality technical support to customers during each interaction

• Identifies and escalates trending issues and potential software defects to leadership and development

• Documents customer interactions, troubleshooting, and results in a clear and concise manner and accurately reports customer feedback to Engineering

• Handles assigned support cases • Engages in the application of best practices per technical documentation and provides solutions based on diagnosis of the problem

• Communicates new release features and improvements to our partners that better their experience Knowledge

Skills, and/or Abilities Required:

• Ability to manage projects and processes independently with limited supervisionAbility to situationally adapt and understand new technology/processes as per business requirements• Strong customer service, communication, and organizational skills• Problem-solving skills and ability to meet reasonable deadlines• Strong team player with the ability to build positive and collaborative relationships within the organization• Strong written and verbal communication skills • Strong sense of ownership and accountability• Broad understanding of relational databases, data warehousing, mark-up languages, and web technologies

• Preferred: Understanding of IT, professional services, CRM, and ERP markets

Working Conditions: • Hybrid

• 0-10% travel may be required

What skills are coachable or nice-to-have? - SQL Server Profiler - Extended events in SQL Server - DebugView - Ability to debug code locally.

What are the non-negotiable skills and experiences this person needs to have? Database: - SQL - should have a very sound understanding of SQL and its working including handling data, insert / update / delete of data in the SQL Server database as well as SPs and triggers.

Programming languages: - ASP.net, .NET core, C#, JavaScript, MVC, Web API, - Experience with Visual Studio and Git Source Control. - Experience with HTML, Javascript and React - Experience with Intellij / Eclipse

Communication: Should have excellent verbal and written communication skills.

Other Requirements: Problem-solving abilities and the ability to meet reasonable deadlines.

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