Support Engineer

As a Support Engineer you will offer help and guidance to real users. This is a hands-on role, you will be intervening in real-time, correcting bugs, talking to users or to the product team to fix or escalate issues.

• Provide technical assistance and support (levels 1 and 2) for issues related to computer systems, software, and hardware.
• Offer solutions to problems and propose improvements to the product team.
• Meet SLA times when dealing with customer issues.
• Classify and resolve issues based on severity and priority.
• Utilize, grow and update the existing Knowledge Base and Communities to offer answers to users.
• Escalate issues to the product team when required.
• Work shift rotation to cover evenings, public holidays, and weekends
• Watch and improve customer sati...