Senior Technical Support Engineer

We are seeking a highly skilled and customer-focused Senior Technical Support Engineer to join our team. In this role, you will be responsible for providing technical support and troubleshooting assistance to our customers, ensuring their satisfaction and resolving complex technical issues. You will work closely with cross-functional teams to deliver exceptional support services and contribute to the continuous improvement of our products and services. Responsibilities : Customer support and issue resolution : Respond to customer inquiries and provide technical assistance through various channels, including phone, email, and live chat. Troubleshoot and resolve complex technical issues related to our products or services. Ensure timely and effective resolution of customer problems while maintaining a high level of customer satisfaction. Escalation management : Escalate unresolved or critical issues to appropriate internal teams, such as engineering or product management, and coordinate efforts to resolve customer issues in a timely manner. Serve as a point of contact for customers during the resolution process, providing updates and managing customer expectations. Technical expertise : Develop and maintain a deep understanding of our products, services, and underlying technologies. Stay updated on industry trends and emerging technologies related to our solutions. Provide guidance and recommendations to customers based on their specific technical needs and requirements. Knowledge base development : Contribute to the development and maintenance of a comprehensive knowledge base, including troubleshooting guides, FAQs, and best practice documentation. Continuously update and improve the knowledge base to enable self-service support options for customers and enhance the efficiency of the support team. Customer training and onboarding : Assist in the onboarding process for new customers, providing technical guidance, conducting training sessions, and ensuring a smooth transition to our products and services. Develop training materials and resources to support customer onboarding and ongoing education. Root cause analysis and bug reporting : Perform root cause analysis of complex technical issues, identifying underlying problems and contributing to the resolution of systemic issues. Document and report software bugs and product enhancement requests to the appropriate internal teams for investigation and resolution. Collaboration and cross-functional teamwork : Collaborate closely with other internal teams, including engineering, product management, and sales, to share customer feedback, contribute to product improvement initiatives, and ensure alignment on customer needs and requirements. Provide input on product documentation, release notes, and user guides to enhance customer experience. Continuous improvement : Identify opportunities to improve support processes, tools, and methodologies. Propose and implement solutions to enhance the efficiency and effectiveness of the technical support function. Contribute to the development and implementation of support best practices and standard operating procedures. Requirements : Educational background : Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant industry certifications are advantageous. Relevant work experience : Extensive experience in technical support roles, preferably in a software or technology company. Previous experience in a senior or lead technical support position is highly desirable. Strong technical skills : In-depth knowledge of software applications, networking concepts, and troubleshooting methodologies. Experience with cloud technologies, SaaS platforms, and APIs is a plus. Ability to analyze and debug complex technical issues and provide effective solutions. Customer-centric approach : Strong customer service orientation with a focus on delivering exceptional support experiences. Ability to empathize with customers, understand their needs, and provide timely and accurate solutions. Communication skills : Excellent verbal and written communication skills to effectively interact with customers and internal teams. Ability to convey technical information in a clear and understandable manner to both technical and non-technical audiences. Problem-solving and analytical thinking : Strong problem-solving skills and the ability to think critically under pressure. Demonstrated ability to analyze complex technical issues, identify root causes, and implement effective solutions. Team leadership and collaboration : Proven ability to work collaboratively in a team environment and provide mentorship and guidance to junior team members. Ability to collaborate effectively with cross-functional teams and stakeholders to achieve common goals. Time management and prioritization : Excellent organizational skills with the ability to prioritize tasks, manage multiple cases simultaneously, and meet deadlines in a fast-paced support environment. Continuous learning mindset : Willingness to stay updated on new technologies, industry trends, and product enhancements. Proactive approach to self-learning and skill development.