Technical Support Specialist
3 weeks ago
We are seeking a skilled Technical Support Engineer to join our team at HappyFox. As a Technical Support Engineer, you will work closely with customers to resolve technical issues that cannot be handled by the Customer Support team.
Key Responsibilities:
- Investigate and identify the root cause of customer issues and drive resolutions across various teams.
- Provide expert-level technical support and deal with issues escalated by junior support staff.
- Manage customer issues related to the installation, configuration, and operation of the product suite and cloud deployments on a timely basis.
- Act in a development capacity on product and process improvement projects.
- Document defect and enhancement requests on behalf of customers.
- Drive Post Mortem analysis for customer incidents and push for preventive measures to avoid future recurrence.
- Provide customers with prompt and reliable updates related to applications.
- Work with internal teams in a consultative and supportive role.
- Train teams/members on the nuances of applications using simulations when required.
- Work as an advisor on product best practices for better supportability.
Requirements:
- Bachelor's degree in engineering or a related field.
- Proven technical support experience of at least 5 years supporting SaaS-based applications and a minimum of 1 year experience in L2 support.
- Excellent written and verbal communication skills.
- Ability to thrive in a high-pressure environment.
- Passionate about learning and mastering new technologies and skills.
- Applicants with a programming background are preferred.
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