Technical Support Expertise Leader
1 week ago
The role of a Senior Technical Support Engineer involves resolving complex technical issues and contributing to the enablement and growth of other team members.
This position entails handling escalated and highly technical issues, collaborating with product and engineering teams on customer issues, and mentoring teammates while contributing to internal support documentation.
Key Responsibilities:- Act as the escalation point for high-priority or highly complex issues; lead diagnosis, troubleshooting, and resolution of complex technical issues.
- Own and resolve critical incidents with rapid responses, effective solutions, and timely customer and stakeholder communication.
- Escalate cases to engineering teams as needed and manage escalations through to resolution.
- Mentor, guide, and train other technical support engineers; share best practices, assist with escalations, develop training materials, and help teammates develop their skills.
- 5+ years in a technical customer-facing role, and/or a Bachelor's Degree in Computer Science, Information Technology, or a related field; at least 4 years' experience in a service or customer-facing role.
- At least 2 years in a senior or escalation role.
- Impeccable verbal and written communication; ability to explain technical concepts clearly to technical and non-technical users with easy-to-follow instructions.
- Strong problem-solving skills with the ability to assess issues, identify root causes, and develop effective solutions under pressure.
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