Highly Skilled Technical Support Specialist
6 days ago
This is a challenging and rewarding role that requires strong technical expertise, effective communication skills, and the ability to lead complex issue resolution. As a Senior Technical Support Engineer, you will serve as an escalation point for high-priority or highly complex issues and lead the diagnosis, troubleshooting, and resolution of technical problems.
Duties and Responsibilities- Diagnose and Resolve Technical Issues: You will be responsible for diagnosing, troubleshooting, and resolving complex technical issues in a timely and efficient manner.
- Escalation Management: You will escalate cases to engineering teams as needed and manage those escalations through to resolution.
- Mentorship and Training: You will mentor, guide, and train other technical support engineers, sharing best practices and collaborating on their escalations.
- Customer Advocacy: You will act as a trusted advisor to our customers, providing clear and actionable insights and technical guidance.
- Documentation and Process Improvement: You will document root-cause analyses, technical solutions, troubleshooting steps, and team processes, and regularly review existing documentation and training for knowledge gaps and out-of-date information.
To succeed in this role, you will need the following qualifications and requirements:
- Technical Expertise: 5+ years in a technical customer-facing role, and/or a Bachelor's Degree in Computer Science, Information Technology, or related field, and at least 4 years' experience in a service or customer-facing role.
- Leadership Experience: At least 2 years in a senior or escalation role.
- Communication Skills: Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly to both technical and non-technical users.
- Problem-Solving Skills: Exceptional problem-solving skills, with the ability to quickly assess issues, identify root causes, and develop effective solutions under pressure.
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