Technical Support Specialist

3 weeks ago


Chennai, Tamil Nadu, India HappyFox Full time

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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