Senior Technical Service Specialist

2 days ago

Malappuram, Kerala, India beBeeTroubleshooter Full time ₹ 9,00,000 - ₹ 19,80,000
Job Title: Support Engineer

We are seeking a skilled Servicing Professional to manage helpdesk tickets for our customers.

About the Role:

  • Familiarity with Microsoft 365 and SharePoint integration with Teams.
  • Ability to analyze and interpret data captures and trace logs to resolve customer issues in production environments.
  • Experience working with network capture and analysis tools like Fiddler and Developer tools (Browser).
  • Owning, investigating, and solving complex customer technical issues while acting as an advisor to the customer, collaborating within and across teams leveraging troubleshooting tools and practices.
  • Engaging with engineering/supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving product improvements.
  • Experience supporting the M365 suite of products and troubleshooting web and desktop apps.

Key Responsibilities:

  • Troubleshooting and owning customer issues from reporting to resolution.
  • Diagnosing and troubleshooting system issues along with isolation of the issue.
  • Following standard procedures for escalating to the appropriate feature teams as required.
  • Managing multiple open issues and ensuring their successful completion.
  • Documenting technical knowledge in FAQs and troubleshooting guides.
  • Triage and escalating new bugs from early ring customers.
  • Verifying and rejecting bugs submitted by unknown sources.
  • Monitoring and assigning emerging issues to the engineer for escalation.
  • Using tools like Log Reader and Fiddler to troubleshoot and reproduce issues. Collaborating with cross-functional engineering and support teams.
  • Participating in regular meetings to discuss the status of escalated bugs and new issues.

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