Technical Support Engineer
2 days ago
We are looking for Technical Support Engineers. You will work closely with customers to quickly resolve technical issues that cannot be handled by the Customer Support team.
Responsibilities:
Investigate and identify root cause of customer issues and drive resolutions across various teamsProvide expert level technical support and deal with issues escalated by junior support staffManage customer issues related to the installation, configuration, and operation of the product suite and cloud deployments on a timely basisAct in a development capacity on product and process improvement projectsDocument defect and enhancement requests on behalf of customersDrive Post Mortem analysis for customer incidents and push for preventive measures to avoid future recurrenceGive customers prompt and reliable updates related to applicationsWork with internal teams in a consultative and supportive roleTrain teams/members on the nuances of applications using simulations when requiredWork as an advisor on the product best practices for better supportabilityRequirements:
Bachelor's degree in engineering or a related fieldProven technical support experience of at least 5 years supporting SaaS based applications and a minimum of 1 year experience in L2 supportExcellent written and verbal communication skillsAbility to thrive in a high-pressure environmentPassionate about learning and mastering new technologies and skillsApplicants with programming background are preferred-
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