Technical Support Engineer - Troubleshooting (5-8 yrs)

About the Role :

We are seeking a motivated and technically proficient Support Engineer to join our growing. team. In this role, you will be responsible for providing timely and effective technical support to. our customers.

You will be a key part of our customer success team, ensuring customer. satisfaction and building strong relationships.

Responsibilities :

Provide technical support :

- Diagnose, troubleshoot, and resolve technical issues related to our products and services.

- Respond to customer inquiries via phone, email, and chat.

- Provide remote support and guidance to customers.

- Document troubleshooting steps and resolutions for future reference.

Customer Relationship Management :

- Build and maintain positive customer relationships.

- Communicate clearly and effectively with customers on technical issues.

- Manage customer expectations and ensure timely resolution of issues.

Knowledge Base Management :

- Contribute to and maintain internal and external knowledge base articles.

- Stay updated on product releases, features, and best practices.

Teamwork and Collaboration :

- Collaborate effectively with other support engineers, engineers, and product managers.

- Participate in team meetings and knowledge sharing sessions.

Qualifications :

Education :

- Bachelor's degree in Computer Science, Information Technology, or a. related field, or equivalent experience.

Experience :

- 5+ years of experience in a technical support role or related field.

Technical Skills :

- Strong understanding of networking SQL.

- Strong understanding of postman and api's.

- Experience with cloud platforms (AWS, Azure, GCP) is a plus.

- Familiarity and expertise with any one ticketing tool.

Soft Skills :.

- Excellent communication and interpersonal skills, both written and verbal.

- Strong problem-solving and analytical skills.

- Ability to work independently and as part of a team.

- Strong customer service orientation and empathy.

- Good time management and organizational skills.

Other :

- On-call availability may be required.

- Ability to work in a fast-paced and demanding environment.