Overview

Job Summary We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and network problems and help our customers install applications and programs. This role involves resolving technical issues, answering inquiries, and ensuring customer satisfaction.

Key responsibilities

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    Provide timely and effective technical support via Zoom, email, or chat.
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    Document solutions, best practices, and troubleshooting procedures for internal and external audiences.
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    Partner with software development teams to identify and report bugs, as well as suggest product enhancements.
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    Reproduce customer issues in test environments to facilitate effective troubleshooting and solution development.
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    Contribute to the creation and maintenance of knowledge base articles and technical documentation.
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    Support deployments, upgrades, and configuration changes for clients when necessary.
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    Provide mentoring and guidance to junior support engineers and assist in their technical development.
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    Hands on experience with Ticketing Tools.
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    Communicate directly with customers to gather detailed information, provide updates, and ensure issue resolution.
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    Analyze logs, error messages, and system performance to diagnose root causes.
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    Investigate, troubleshoot, and resolve advanced technical issues related to our software products.

Required experience

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    Bachelorʼs degree in Computer Science or a related field (or equivalent hands-on experience).
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    4+ years of experience in a Technical Support Engineer (Tier 2.5 / 3) or equivalent role supporting software products.
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    Proficiency in analyzing logs, APIs, and database queries to diagnose software issues.
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    Can do coding with relevant technologies such as SQL, REST APIs, scripting languages (e.g., Python, Java, JavaScript), and cloud services (AWS, Azure, or GCP).
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    Excellent communication skills, with the ability to convey technical concepts to both technical and non-technical audiences.
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    Proven track record of handling escalated technical cases and collaborating with cross-functional teams.
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    Ability to work independently in a fast-paced environment while maintaining attention to detail.

Bonus points

    To apply

    Send your CV, a snappy cover letter which highlights your expertise, skills and experience and any relevant links/attachments to your work.

    Apply here

    Have questions?Write to us

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