Expert Technical Support Specialist
2 weeks ago
The Technical Support Expert is a critical position within an organization, focused on resolving complex technical issues and driving the growth of other team members through knowledge sharing and mentorship.
Key Responsibilities:- Act as the primary point of contact for high-priority or highly complex issues; lead diagnosis, troubleshooting, and resolution of complex technical problems.
- Own and resolve critical incidents with prompt responses, effective solutions, and timely communication to customers and stakeholders.
- Escalate cases to engineering teams as necessary and manage escalations through to resolution.
- Mentor, guide, and train junior technical support engineers; share best practices, assist with escalations, develop training materials, and help teammates enhance their skills.
Additional responsibilities include serving as a trusted advisor to customers with technical guidance, root cause analysis (RCA), proactive optimization recommendations, and detailed updates for ongoing or critical issues. The Technical Support Expert will also document RCA, solutions, troubleshooting steps, and team processes; review documentation and training for gaps and outdated information.
Qualifications:- 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.
- Exceptional verbal and written communication; ability to explain technical concepts clearly to both 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.
- Experience assisting customers, de-escalating conflicts, and acting as a constructive advisor to clients.
- Mentoring experience with junior engineers and fostering a collaborative team environment.
- Ability to manage multiple high-priority tasks in a fast-paced environment, delivering results within or ahead of required timeframes.
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