Senior Technical Support Engineer

2 weeks ago

Mumbai, India Alkem Labs Full time

Job Description:

The Senior Technical Support Engineer will be responsible for providing high-quality technical support to our customers, utilizing advanced knowledge of networking, systems administration, and software engineering to diagnose and engineer solutions for specific and general use cases. The ideal candidate will have exceptional customer-facing skills, excellent troubleshooting capabilities, and a commitment to delivering customer-driven support. Additionally, they will provide administrative and minor account management support to customers.


Responsibilities:

1.Demonstrate a dedication to delivering customer-driven support

2.Provide expert technical assistance and support to customers via phone, email, or chat

3.Possess advanced troubleshooting capabilities

4.Record and track customer support requests and resolutions in a ticketing system (e.g., JIRA)

5.Collaborate effectively with cross-functional teams, such as development and engineering, to resolve complex technical issues

6.Conduct code reviews and analyze unfamiliar code to identify and resolve underlying issues

7.Possess advanced knowledge of SQL for data retrieval and analysis

8.Be available for on-call responsibilities as required

9.Display exceptional empathy and a customer-centric approach to identifying solutions to customer needs and issues.


Requirements:

1. Bachelor's degree in Computer Science, Information Technology, or a related field

2. 4+ years of experience in Technical Support or a related field.

2. Demonstrated proficiency in SQL for data retrieval and analysis.

3. Familiarity with ticketing systems (e.g., JIRA) and other support tools.

4. Strong analytical and problem-solving skills with the ability to diagnose and resolve complex technical issues.

5. Excellent written and verbal communication skills, with the ability to communicate technical concepts effectively to both technical and non-technical audiences.

6. Ability to work independently as well as in a team environment.

7. Willingness to take on on-call responsibilities as required.

8. A customer-centric approach with exceptional empathy and a focus on delivering high-quality, customer-driven support.

If you possess the above qualifications and skills and are excited about the opportunity to join our team, please submit your resume and cover letter for consideration.

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