About the Job:

We are seeking a motivated and customer-focused Technical Support Engineer to join our team. As a Technical Support Engineer, you will play a critical role in providing technical assistance and support to our customers, ensuring their satisfaction and success with our products and services. This position offers an exciting opportunity to work with cutting-edge technology and collaborate with cross-functional teams to resolve customer issues and drive continuous improvement.

Responsibilities:

• Provide technical support and assistance to customers via phone, email, chat, and remote desktop tools.
• Diagnose and troubleshoot technical issues reported by customers, and provide timely resolutions and workarounds.
• Escalate complex issues to appropriate teams or levels of support for further investigation and resolution.
• Document and track customer interactions, issues, and resolutions in our ticketing system, ensuring accurate and up-to-date records.
• Collaborate with product management and engineering teams to identify and address recurring issues and product deficiencies.
• Communicate effectively with customers to provide updates on the status of their reported issues and ensure a positive support experience.
• Contribute to the development of knowledge base articles, FAQs, and training materials to empower customers to self-serve and resolve common issues.
• Stay updated on product features, enhancements, and best practices, and provide feedback to internal teams to drive product improvement and innovation.

Minimum Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 2 years of experience in technical support or a related customer-facing role.
• Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve technical issues effectively.
• Excellent communication and interpersonal skills, with the ability to communicate technical concepts to non-technical audiences.
• Experience with ticketing systems and remote support tools.
• Ability to work independently and collaboratively in a fast-paced and dynamic environment.
• Customer-centric mindset with a passion for delivering exceptional customer service.

Remuneration:

The remuneration package for this position will be competitive and based on experience and qualifications. In addition to a competitive base salary, we offer a comprehensive benefits package, including health insurance, retirement plans, and opportunities for professional development and advancement.