Technical Support Engineer

1 week ago

Makati City, National Capital Region, Philippines Sanas Full time
Technical Support Engineer

Sanas is revolutionizing the way we communicate with the world's first real-time algorithm, designed to modulate accents, eliminate background noises, and magnify speech clarity. Pioneered by seasoned startup founders with a proven track record of creating and steering multiple unicorn companies, our groundbreaking GDP-shifting technology sets a gold standard.

Sanas is a 200-strong team, established in 2020. In this short span, we've successfully secured over $100 million in funding. Our innovation has been supported by the industry's leading investors, including Insight Partners, Google Ventures, Quadrille Capital, General Catalyst, Quiet Capital, and other influential investors. Our reputation is further solidified by collaborations with numerous Fortune 100 companies. With Sanas, you're not just adopting a product; you're investing in the future of communication.

About the role:
As a Technical Support Engineer, you will serve as a key technical resource, ensuring timely resolution of customer issues while maintaining high standards of service quality. This role involves working closely with cross-functional teams to diagnose, troubleshoot, and resolve technical problems, both remotely and on-site when necessary.

Key Responsibilities:

  • Act as the primary technical contact for customers experiencing issues with our products or services
  • Monitor incoming support tickets and ensure they are acknowledged & updated within the defined SLA timeframes
  • Provide "highest level" support to our global customer base while embodying our commitment to deliver a world-class customer experience
  • Take full ownership of an issue without supervision and handle all the customer communication over e-mail or a call depending on the criticality of the problem
  • Diagnose and troubleshoot technical problems using systematic methods and tools
  • Identify product issues and drive resolution of complex issues. Follow standard procedures for properly escalating unresolved issues to the appropriate internal teams, while providing detailed analysis of the problem
  • Replicate the problem in a controlled test environment to isolate the root cause. Document the problem in full detail, including (when applicable) call logs, screenshots, network traces, etc.
  • Understand customer setup and offer technical advice with a positive attitude. Offer additional tips, best practices, and solutions related to their service issue, whenever possible
  • Collaborate with cross-functional teams including Solutions Architect, Product & Engineering, QA, and Customer Success to resolve issues and improve product performance
  • Actively work as subject matter expertise (SME) on existing and planned product technologies, including related products and services
  • Develop and maintain excellent relationships with our customers and partners, maintaining the highest level of customer satisfaction
  • Participate in regular team meetings, companywide meetings and contribute to strategic support planning

Qualifications:

  • Education: Typically requires BE/ BTech/ BS in Electronics & Telecommunication or related field
  • Experience: 3-5 years of experience in Technical Support, Sales Engineering, or a similar role, demonstrating strong technical understanding and troubleshooting abilities

Technical Skills:

  • A strong understanding of Windows application troubleshooting to assist customers with issues related to user interface, functionality, and performance
  • In-depth knowledge of Windows operating systems, hardware, software, tools, and configurations
  • Expertise in debugging, error analysis, and problem-solving within Windows and Linux environments
  • Excellent understanding and analysis of logs, events, packet captures
  • Solid understanding of networking concepts, including Active Directory, firewall/proxy configurations, deployment tools, and authentication/authorization protocols
  • Preferred background in media, specifically in audio processing and communications
  • Skilled in scripting (PowerShell, Batch, or similar) for automation, troubleshooting, and system administration
  • Familiarity with SQL and other query languages is a plus
  • Basic working knowledge of cloud technologies (Azure, AWS, or GCP) is advantageous

Soft Skills:

  • Excellent Communication: Strong verbal and written communication skills to effectively interact with customers and provide clear explanations or instructions.
  • Empathy and Patience: The ability to understand and empathize with customers' concerns, remaining patient and calm even in challenging situations
  • Logical Thinking: Analyze situations systematically and reach reasoned conclusions
  • Customer-focused mindset with a commitment to delivering high-quality support
  • Ability to work independently and as part of a collaborative team
  • Active Listening: Actively listening to customers to fully understand their needs, questions, or issues before providing appropriate assistance
  • Sense of urgency: Escalates product issues when appropriate; maintains a sense of 'problem ownership' to drive all issues to successful resolution. Strives to turn around issues with an efficient and effective approach to the highest of customer's satisfaction
  • Teamwork and Collaboration: The ability to collaborate effectively with cross-functional teams to resolve complex customer issues or escalate them when necessary
  • Attention to Detail: Being detail-oriented to accurately document customer interactions, issues, and resolutions for future reference
  • Continuous Learning: A willingness to continuously learn and stay updated on product knowledge, industry trends, and customer support best practices
  • Capable of juggling several priorities and delivering results on time in a high-pressure, dynamic environment

Seniority level: Not Applicable

Employment type: Full-time

Job function: Information Technology

Industries: Software Development

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