Support Engineer

About the Company

Landmark Group is one of the largest retail and hospitality organizations in the Middle East, Africa and India. We're always on the lookout for new talent to strengthen our team and we seek professionals who are excited at the chance to do their life's best work every day.

What are we looking for?

We are looking for a Technical Support Engineer who can drive customer and operational experience by resolving their problems. If you are keen to be part of a growing Supply chain and Logistics tech business backed by a kickass engineering team; you are eyeing the right opportunity.

Job Description:

A Technical Support Engineer is responsible for providing technical assistance and support to customers or internal teams regarding software, hardware, or network-related issues. The primary focus of this role is to troubleshoot problems, analyze system errors, and offer prompt resolutions to ensure optimal performance and user satisfaction. The Technical Support Engineer must possess strong technical knowledge, excellent problem-solving skills, and effective communication abilities.

Responsibilities

● Respond to customer inquiries: Handle operations requests, incidents, and inquiries promptly and professionally via various communication channels such as phone, email, or chat. ● Troubleshoot technical issues: Analyze and diagnose software, hardware, or network problems reported by customers or internal teams. Conduct thorough investigation and troubleshooting to identify root causes and provide effective solutions. ● Relationship management: Build and maintain positive relationships with operations, understanding their needs and providing a high level of service. Ensure operational satisfaction by delivering timely and effective solutions. ● Provide technical assistance: Guide internal teams through the resolution process, offering step-by-step instructions and explanations in a clear and concise manner. Assist users in deploying, configuring, and utilizing software or hardware products effectively. ● Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams ● Ensure proper recording and closure of all issues. ● Document and track issues: Accurately document interactions, reported issues, troubleshooting steps, and resolutions in a ticketing or CRM system. Ensure proper tracking and follow-up on outstanding issues until resolution. ● Follow the SLA for issues with respect to the severity. ● Prepare accurate and timely reports: Complete detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved ● Assist management in creating training materials pertaining to troubleshooting and usage of products. ● Knowledge sharing: Contribute to the creation and maintenance of knowledge base articles, FAQs, troubleshooting guides, and other technical documentation to enhance self-service options and improve overall support efficiency. ● Collaborate with internal teams: Collaborate with other support engineers, developers, quality assurance, sales and product managers to resolve complex technical issues and provide feedback on product improvement. ● Escalate critical issues to appropriate teams or management when necessary and follow up to ensure timely resolution. ● Conduct root cause analysis for recurring issues and propose long-term solutions or process improvements. ● Stay updated with technology: Stay up to date with product knowledge, industry trends, new technologies and best practices to provide accurate and effective technical support. Continuously develop technical skills and knowledge to provide accurate and up-to-date support. ● Create and update support documentation, knowledge base articles, and FAQs to enable self-service for customers.

Requirements

● BS/BTech degree in Information Technology, Computer Science or equivalent ● 2-5 years of proven experience in a heavy customer focus position involving and technical knowledge of a logistics and supply chain products and services ● Experience in supporting software applications and SaaS platforms is preferred. ● In-depth knowledge in the product and troubleshooting principles that the technician is supporting. ● Excellent problem-solving and analytical skills to diagnose and resolve technical issues. ● Excellent client-facing skills. Strong service orientation and the ability to remain calm and professional in challenging situations. ● Exceptional communication skills, both written and verbal, with the ability to explain technical concepts to non-technical individuals. ● Should be able to create an incident report, and communicate with respective stakeholders to resolve the incident. ● Hands on Experience in writing SQL DB Queries and networking concepts. ● Hands-on experience in debugging tools like Grafana, New Relic, Splunk etc. ● Ability to work effectively in a team environment and collaborate with cross-functional teams. ● Strong organizational, time management, and multitasking abilities to prioritize and handle multiple customer inquiries simultaneously. ● Familiarity with ticketing systems (JIRA), CRM tools, and remote support software. ● Willingness to work flexible hours, including weekends or on-call shifts, as required in a 24/7 support environment.

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