Technical Support Engineer

📋 Description

• Oversee customer communication and manage expectations effectively.

• Deliver support through phone, email, and chat for designated accounts.

• Troubleshoot and resolve customer issues with attention to detail.

• Serve as the liaison between customers and Engineering, Sales, and Field Engineer teams.

• Relay product issues to Engineering and product enhancements to Product Management, ensuring customers are updated on progress.

• Elevate critical issues and obstacles to the Technical Support Manager.

• Participate in the on-call rotation for the designated product team.

⛳️ Requirements

• A Bachelor’s degree is preferred in a relevant technical discipline.

• Five years of experience in enterprise software customer support and/or IT-related assistance.

• Strong proficiency with Windows-based server operating systems, including Microsoft Windows Server.

• A deep commitment to exceptional customer service.

• Excellent collaboration skills within a team environment.

• Outstanding verbal and written communication abilities, whether in person, over the phone, or with large groups.

• Capacity to comprehend and analyze customer technical requirements.

• Ability to engage, contribute, and collaborate with Pre-Sales Technical Engineers, Product Management, Development, Technical Support, and Sales teams.

🏝️ Benefits

• Diversity and inclusion are more than just concepts for us; they are the principles that guide how we form our teams, develop leaders, and foster a culture where individuals feel connected.

• We prioritize the well-being of our employees so they can effectively support our customers, who come from various backgrounds just like us. We recruit exceptional individuals from diverse experiences because we believe that our differences make us stronger together.