Job Details

Senior Technical Support Engineer

Serve as a senior point of contact for customer inquiries, technical issues, and support requests.

Provide L1/L2 technical support and troubleshooting.

Diagnose and troubleshoot software and hardware issues, both independently and in collaboration with the development team.

Ensure that RCA provided/documented for each critical incident.

Provide timely and effective solutions to complex customer problems, ensuring their satisfaction and success.

Mentor and provide guidance to junior support engineers, assisting in their professional development.

Document and track support tickets, issues, and resolutions in a CRM or support ticketing system.

Assist customers with product installations, configurations, and updates.

Offer training to customers on how to effectively use our software products.

Collaborate with cross-functional teams, including developers and QA engineers, to address and resolve customer issues.

Identify trends in customer support requests and work to improve product usability and customer experience.

Stay up to date with product knowledge and updates to provide accurate and helpful assistance.