Job Description

We are looking for Technical Support Engineers. You will work closely with customers to quickly resolve technical issues that cannot be handled by the Customer Support team.

Responsibilities:

  • Investigate and identify root cause of customer issues and drive resolutions across various teams

  • Provide expert level technical support and deal with issues escalated by junior support staff

  • Manage customer issues related to the installation, configuration, and operation of the product suite and cloud deployments on a timely basis

  • Act in a development capacity on product and process improvement projects

  • Document defect and enhancement requests on behalf of customers

  • Drive Post Mortem analysis for customer incidents and push for preventive measures to avoid future recurrence

  • Give customers prompt and reliable updates related to applications

  • Work with internal teams in a consultative and supportive role

  • Train teams/members on the nuances of applications using simulations when required

  • Work as an advisor on the product best practices for better supportability

    • Requirements:

  • Bachelor’s degree in engineering or a related field

  • Proven technical support experience of at least 5 years supporting SaaS based applications and a minimum of 1 year experience in L2 support

  • Excellent written and verbal communication skills

  • Ability to thrive in a high-pressure environment

  • Passionate about learning and mastering new technologies and skills

  • Applicants with programming background are preferred

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