Senior Technical Support Engineer
Role Description
We are looking for a Senior Technical Support Engineer with a keen ambition to work in a fast-paced, customer-focused environment. We want an energetic and ambitious youngster who is ready to take ownership of customer issues/queries, who loves to learn, and who can contribute to a high-performance team.
Responsibilities
- Develop subject matter expertise with regards to the platforms, integrations, and internal tools and their uses by attending scheduled training and internal meetings, reviewing internal documentation, historical ticket interactions, and Jira conversations, as well as dedicating time to learning API and technical languages and processes.
- Accountable for team performance, including maintaining SLAs and service quality to support clients and internal teams.
- Resolve customer issues efficiently by maintaining high levels of responsiveness, resolving tickets, and prioritising issues across various Support channels. Participate in 24/7 on-call support as required.
- Maintain expert knowledge of new and existing features and integrations through deployment notes, documentation, and training.
- Initiate escalation tickets to the development team for cases that need more extensive troubleshooting, code changes, or other developer attention.
- Collaborate with Engineering and Product Teams to resolve customer issues quickly and concisely.
- Create new knowledge base articles and drive the team to capture new learnings for reuse.
- Independent research reported issues and critical thinking to draw conclusions.
- Ensures personal technical competency in at least two product lines.
- Provides communication and information to others to understand technical product issues or operations that impact customer support.
- Performs related duties as assigned.
Qualifications:
- Advanced working knowledge in MDM and UEM solutions and other mobility related technologies.
- Hands-on experience with Windows servers and RDBMS.
- Excellent verbal and written communication skills; ability to explain technical terms/concepts to customers in simple terms.
- Good interpersonal communication and customer service skills are needed to work successfully with customers in high-stress situations.
- Basic understanding of the software development life cycle and bug life cycle.
- Experience with CRM tools (Freshdesk, etc), Atlassian tools (Jira, Confluence), Postman & other API testing tools.
- Outstanding phone support and customer management capabilities.
- Ability to communicate effectively both orally and in writing.
- Strong organisational skills; attention to detail.
- Ability to prioritise workload and consistently meet deadlines.
- Good interpersonal skills; effective team player.