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