Job Summary:
As a Technical Support Engineer, you will be responsible for troubleshooting, diagnosing, and resolving complex technical issues for clients. You will work closely with cross-functional teams including development, operations, and product teams to ensure prompt and efficient resolution of customer queries. The ideal candidate is proactive, communicative, and eager to help customers succeed.
Key Responsibilities:
- Provide Technical Support:Offer Tier 1 to Tier 3 support for software, hardware, and networking issues.
Diagnose, troubleshoot, and resolve technical issues reported by customers via email, phone, or chat.
- Incident Management:Log and track issues using helpdesk or ticketing systems (e.g., Jira, Zendesk).
Escalate unresolved issues to appropriate internal teams (e.g., Development, Operations).
Maintain documentation for troubleshooting processes and resolutions.
- Customer Interaction:Communicate effectively with customers to understand their problems and provide clear, timely solutions.
Build and maintain strong relationships with customers by ensuring satisfaction and follow-ups on open tickets.
- Collaboration:Work with cross-functional teams to address complex issues and suggest product or service improvements.
Collaborate with engineering and development teams to resolve system bugs and performance issues.
- Knowledge Management:Develop and maintain knowledge base articles, FAQs, and user guides for internal and external use.
Stay updated on new features, technologies, and product releases.
- Monitoring and Reporting:Monitor system performance, identify potential issues, and provide proactive solutions.
Generate and present reports on support activities, metrics, and customer satisfaction.
Qualifications and Skills:
- Education: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Experience: 3+ years of experience in a technical support or similar role.
Hands-on experience with ticketing systems like Zendesk, Jira, or ServiceNow.
- Technical Skills:Proficiency in troubleshooting Windows, macOS, and Linux operating systems.
Knowledge of networking concepts (TCP/IP, DNS, VPN, firewalls).
Familiarity with cloud services (AWS, Azure, or Google Cloud).
Experience with databases (SQL, MySQL, PostgreSQL) and APIs is a plus.
Ability to read and understand logs and debug basic code issues.
- Soft Skills:Excellent communication and interpersonal skills.
Strong analytical and problem-solving abilities.
Ability to manage multiple priorities and work under pressure.
Customer-focused mindset with the ability to empathize with users.
