Senior L2 Product Support Engineer
3 weeks ago
What You'll Do:
The Level-2 Support team plays a crucial role in resolving inquiries escalated from Level-1 support. By providing specialized expertise, troubleshooting skills, and adopting a knowledge-centered service model, this team ensures efficient issue resolution and enhances overall customer satisfaction.
Inquiry Resolution
Lead the resolution of complex customer inquiries related to product functionality, technical issues, and bug suspicions.
Provide mentorship and guidance to Level-1 and Level-2 support teams, ensuring a deep understanding of each issue’s context and history.
Utilize expert product knowledge to diagnose and troubleshoot issues effectively.
Make decisions on the escalation of unresolved cases to Level-3 or specialized teams as needed.
Documentation and Knowledge Sharing
Oversee the development and maintenance of a comprehensive knowledge base including FAQs, troubleshooting guides, and best practices.
Ensure all documentation is current, accurate, and accessible to both internal teams and clients.
Collaborate in initiatives to empower Level-1 support and promote self-service through accurate and easily accessible information.
Continuous Learning and Improvement
Champion ongoing learning and development within the team, staying updated on product enhancements, new features, and bug fixes.
Conduct and facilitate cross-functional training sessions to enhance skills across the support teams.
Collaborate with product development teams to provide strategic feedback on recurring issues and influence product improvements. Identify better tooling opportunities.
Identify and drive opportunities to streamline processes and improve operational efficiency.
This role is based in either Gurgaon or Hyderabad.
Shift hours : EMEA (12:30 PM IST - 9:30 PM IST)
Who You Are:
5-10 years of experience working in technology, consulting or in an operational capacity
B.S. or M.S. in Computer Science, or equivalent degree or experience,
Must have experience in adtech industry.
Proficiency in in HTML, JavaScript, REST APIs, Python, and data visualization tools.
Proven track record of diagnosing and solving complex technical problems.
Exceptional leadership, communication, and interpersonal skills in English, both written and verbal.
Experience in an international working environment.
Demonstrated ability to lead projects and strategies independently.
Comfortable in a dynamic, ever-changing environment and capable of making high-stakes decisions.
Eager self-learner, enthusiastic about continuously acquiring new skills and knowledge.
Highly desirable: Experience in project or product management; additional technical skills in web, database, and networking technologies (SQL, TCP/IP, SSL/TLS).
This position is for EMEA shift. But might be asked to work in AMER shift under certain circumstances.
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