Technical Support Engineer 27D25

The role of a Technical Support Engineer is crucial in ensuring that clients and customers receive efficient and effective solutions to their technical issues and queries. This position requires individuals who possess strong problem-solving skills and have a deep understanding of technical systems and software. As a Technical Support Engineer, you will act as a bridge between the company’s technical aspects and the client or customer base, ensuring all concerns are accurately addressed and resolved promptly. Your role not only involves troubleshooting and resolving technical problems but also providing timely communication and building trust with customers. You will work closely with other departments such as development, product management, and operations to enhance product performance and improve customer satisfaction. This role offers excellent growth opportunities for individuals looking to advance their careers in the technology sector.

Responsibilities

• Provide prompt and accurate technical support to clients and customers.
• Diagnose and troubleshoot hardware and software issues effectively and efficiently.
• Document and track customer interactions and technical issues in detail.
• Collaborate with engineering teams to address and resolve complex issues.
• Ensure follow-up with customers for feedback and solutions validation.
• Develop comprehensive knowledge about the company's products and services.
• Maintain high customer satisfaction ratings as per company standards.
• Prioritize and manage multiple open cases simultaneously and efficiently.
• Provide input on product improvements and feature updates to the development team.
• Offer training sessions to customers to optimize their use of the products.
• Document recurring technical issues to aid in the development of FAQs and guides.
• Participate in on-call rotation, providing after-hours support as necessary.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or similar field.
• Proven experience as a Technical Support Engineer or similar role.
• Strong knowledge of operating systems, databases, and networking concepts.
• Excellent problem-solving skills and the ability to troubleshoot software issues.
• Outstanding communication skills, both verbal and written, are essential.
• Ability to manage time effectively and handle high-pressure support scenarios.
• Willingness to stay updated on industry trends and technical advancements.