Technical Support Engineer
7 days ago
Promotexter is a messaging platform provider which focuses on SMS, E-mail and IP message delivery and analytics. We empower companies to better engage their customers and grow their business through innovative mobile messaging solutions.
Role SummaryThe role of Technical Support Engineer requires strong problem solving and analytical skills. You are responsible for helping the team achieve the company's mission and vision by ensuring high quality support to our customers.
You will be a great help to sustain the increasing need of application development and operations.
- Take ownership of technical issues and working with development teams for more complex issues when necessary
- Provide technical support to customers by answering complex questions on functionality and product usage via web, phone, chat and email
- Document troubleshooting and problem resolution procedures
- Resolving customer complaints without the need of a team lead intervention
- Ability to provide 24X7 on-call Support for critical customer issues
- Responsible for providing technical support for the internal teams such as Sales, Marketing, Finance teams
- Provide technical support during deployment activities
- Daily monitoring of platforms, web services, servers, databases and gateways ensuring that all components are healthy using multiple monitoring tools
- Regular monitoring of business metrics such as platform traffic and platform performance
- Participation on providing customer training when required
- Provide support during and post system deployment
- Participate in development projects and provide inputs for network related items
- Assist internal team on technical issues
- Ensure office network is at an acceptable operational state
- Strong Knowledge on web application architectures
- Demonstrate a solid understanding of mobile, email and IP messaging.
- Technically minded individuals with strong troubleshooting and efficient problem solving skills
- Outstanding customer service skills with ability to communicate solutions to customers
- Ability to interface, collaborate and prioritize customer issues with internal teams
- Excellent communication skills and fluent in English
- 1-3 years of relevant experience in providing support or similar role and in an IT related industry
- Experience with Linux admin is a plus
- Experience with Application Monitoring tools is a plus
- Experience with service desks
- Results-driven, pro-active, self-starter
- Ability to work independently and as a team player
- Highly organised with attention to detail
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