Technical Support Engineer Position Available
This role offers the opportunity to work in a dynamic environment providing technical support to customers.
The ideal candidate will have experience in a technical customer-facing role and strong knowledge of Linux systems.
Responsibilities include:
* Triaging and responding to customer support tickets within agreed service level agreements (SLAs)
* Troubleshooting customer queries and resolving issues efficiently
* Performing analysis of integration logic and system processes to provide descriptive solutions and responses to customers
* Documenting investigative steps and analysis to escalate technical issues to the product and engineering team (Tier 3)
* Escalating incident tickets through appropriate channels and holding escalated teams accountable for responding in accordance with SLAs
* Proactively managing allocated tickets via support platforms
* Providing prompt, professional, and accurate communication with customers, vendors, and colleagues to ensure a positive experience
* Interface with colleagues to ensure completeness and relevance to customer requirements
* Prioritizing and managing multiple open tickets at one time
* Sharing valuable knowledge with support colleagues
* Providing input towards general process improvement
* Investigating identified issues and proactively driving resolution
* Participating in critical incident DDA/RCA by providing root cause analysis and identifying corrective actions, as well as contributing to preventative measures
* Assisting with testing of platform configurations and providing accurate feedback on test outcomes
* Maintaining up-to-date product knowledge and awareness of new features