Senior Technical Support Engineer

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Exhibit profound subject matter expertise in our primary technologies, alongside at least one additional technology specialty, while also developing knowledge in a second specialty area.

• Deliver advanced technical support to customers through phone, online, chat, and email, utilizing tools and advanced expertise to extract and effectively analyze logs, traces, packet captures, etc., to identify the root causes of issues.

• Show professionalism, assertiveness, clarity, and friendliness in both verbal and written communication throughout all aspects of your work. Take full responsibility for all communication needs related to managing troubleshooting efforts both internally and externally, instilling confidence in all customers and stakeholders that we are making progress towards resolution.

• Effectively mentor peers on communication skills, troubleshooting techniques, process knowledge, product insights, and case management.

• Foster constructive debates and discussions with colleagues to thoroughly analyze and address problems.

• Play a key role in enhancing procedures and processes that increase our efficiency and effectiveness.

• Ensure that each case under your ownership is advancing in accordance with the response and resolution targets outlined in our Service Level Agreements (SLA). Aid colleagues in expediting their cases towards timely resolutions.

• Provide root cause solutions rather than mere symptom relief. Ensure that all aspects of a problem are assessed to prevent recurrence. Demonstrate persistence in resolving core issues that completely address problems and assist peers in achieving the same.

• Proactively manage your assigned cases and those in the queue based on the severity and priority of each issue and your skills in resolving them.

• Initiate and track incidents created with third-party providers. Collaborate with other internal stakeholders to enhance our interactions and success in managing these incidents.

• Achieve and maintain certification as a Knowledge-Centered Service (KCS) Publisher, generate valuable knowledge content, and update existing knowledge base articles using KCS methodology. Provide coaching to others on KCS best practices.

• Identify, document, and report software, design, reliability, and maintenance issues to the appropriate teams, ensuring they are aware of and addressing customer expectations. Collect, validate, and document all relevant details related to an issue believed to be a bug to facilitate easy and rapid duplication by the receiving R&D resource. Collaborate with R&D as necessary during isolation, correction, and implementation of any provided resolutions.

• Develop and sustain consistent and exemplary performance on all key performance indicators, setting a higher standard for level 1 Technical Support Engineers and your peers at the same job level.

• Effectively de-escalate customers through expert communication and resource involvement, ensuring that all customers you influence receive exceptional service. Expected to manage more complex and escalated cases.

• Demonstrate extensive knowledge of networking technologies and their applications in our products, platform, and customer environments. Proficient in interpreting and analyzing network and other technical diagrams to assist in problem diagnosis and resolution, often mentoring colleagues to enhance their technical skills.

• Provide real-time training to colleagues as you perform your work and assist them in succeeding in their roles. Create training materials, best practice documentation, and other resources that will facilitate greater success for others, including customers, with our products.

• While a consistent work schedule is the norm, the capacity to work a flexible schedule and provide on-call services is occasionally required.

⛳️ Requirements

• 5+ years of experience in a technical customer service role, ideally within a technical support environment.

• A minimum of three years of experience with and advanced knowledge of technologies such as SaaS, telecommunications, contact center software, networking technologies like TCP/IP, HTTP, SFTP, scripting, load balancers, proxies, firewalls, and relational databases (MSSQL, Oracle, MySQL).

• Exceptional technical, analytical, and problem-solving abilities for diverse and complex issues in high-pressure, multifaceted SaaS multi-platform/system/vendor settings.

• Excellent professional written and verbal communication skills, with the ability to accurately document all details during conversations. Communication should be assertive, articulate, and friendly, fostering confidence among all stakeholders.

• Strong time management skills enabling you to operate effectively in an interrupt-driven environment. Ability to multitask and maintain professionalism during stressful situations, appropriately prioritizing your workload.

• Superior analytical and problem-solving capabilities while managing diverse and complex challenges in high-pressure, multilayered multi-platform/system/vendor environments.

• Proven ability to utilize, create, and update knowledge base resources during your work.

• Proven track record of resolving escalated customer issues using appropriate internal and external resources.

• Ability to communicate effectively across all company teams, including Product Management, Research and Development, Quality Assurance, Professional Services, and Executive/Senior Management, to resolve technical issues.

• Industry experience with a solid understanding of the contact center business, as well as current market and business trends.

• Familiarity with networking technologies and telecommunications architecture (PBX, Carriers, VoIP).

🏝️ Benefits

• Health insurance

• Flexible work arrangements

• Professional development