Technical Support Engineer

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

📋 Description

• Exhibit extensive subject matter expertise in our primary technologies, alongside proficiency in at least one additional technology specialty, while also aiming to develop a second area of expertise.

• Deliver high-level technical support to customers through various channels including phone, online, chat, and email, utilizing tools and advanced knowledge to extract and thoroughly analyze logs, traces, packet captures, etc., to identify root causes of issues.

• Showcase professional, assertive, articulate, and friendly communication skills in both verbal and written formats throughout your work. Take full ownership of all communication requirements related to troubleshooting efforts internally and externally, instilling confidence in all customers and stakeholders that we are making proper progress towards resolution.

• Effectively guide colleagues in enhancing their communication, troubleshooting skills, process understanding, product knowledge, and case management.

• Foster constructive debates and discussions with colleagues to comprehensively analyze and resolve issues.

• Influence the enhancement of procedures and processes that boost our efficiency and effectiveness.

• Ensure that each case under your responsibility is advancing in accordance with the response and resolution targets outlined in our Service Level Agreements (SLA). Assist peers in expediting their cases toward timely resolution.

• Focus on root cause resolution rather than merely alleviating symptoms. Ensure that all aspects of the problem are assessed to prevent recurrence of the issue. Exhibit determination in resolving fundamental issues that completely address problems and aid peers in achieving the same.

• Proactively manage assigned cases and those from the queue based on the severity and priority of each issue, along with your skills and ability to provide solutions.

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

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

• Identify, document, and relay software issues, design flaws, reliability concerns, and maintenance challenges to appropriate teams, ensuring they are aware of and addressing customer expectations. Collect, validate, and document all relevant details related to a suspected bug to facilitate easy and rapid duplication by the receiving R&D team. Collaborate with R&D as necessary during the isolation, correction, and implementation of any resolutions delivered.

• Consistently achieve and maintain exemplary performance on all key performance indicators, serving as a model of higher-level achievement for level 1 Technical Support Engineers and peers at the same job level.

• De-escalate customer concerns through expert communication and resource engagement, ensuring that all customers you influence receive outstanding service. Expected to manage more complex and escalated cases.

• Exhibit a thorough understanding of networking technologies and their applications within our products, platform, and customer environments. Proficient in interpreting and analyzing network and other technical diagrams to assist in problem diagnosis and resolution, and often mentor colleagues to enhance their technical skills.

• Provide real-time training to colleagues while performing your duties and assist them in achieving success in their roles. Develop training materials, best practice documentation, and other resources that will help others, including customers, to be more successful with our products.

• While a consistent work schedule is standard, flexibility in working hours and availability for on-call services may be required occasionally.

⛳️ Requirements

• A minimum of 2 years’ experience in a technical customer service role, ideally within a technical support setting.

• At least three years of experience with a strong understanding of technologies such as SaaS, telecommunications, contact center software, networking technologies including TCP/IP, HTTP, SFTP, scripting, load balancers, proxies, firewalls, and Relational Databases (MSSQL, Oracle, MySQL).

• Exceptional technical, analytical, and problem-solving abilities to address diverse and complex issues in high-pressure, intricate, SaaS multi-platform/system/vendor environments.

• Excellent professional communication skills, both written and verbal, with the capacity to document all details accurately during discussions. Communication should be assertive, articulate, and friendly while building confidence among all stakeholders.

• Strong time management skills that enable effective work in a highly influential manner within an interrupt-driven environment. Ability to multitask while maintaining professional composure during stressful situations, prioritizing tasks effectively.

• Superior analytical and problem-solving skills while managing varied and complex issues in high-pressure, multi-platform/system/vendor environments.

• Proven capability to utilize, create, and update knowledgebase resources throughout your work.

• Demonstrated ability to drive escalated customer issues to resolution using appropriate internal and external resources.

• Proficiency in effective communication across all company teams such as Product Management, Research and Development, Quality Assurance, Professional Services, and Executive/Senior Management teams to resolve technical challenges.

• Industry experience including a solid understanding of the contact center business, alongside general market and business trends.

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

• Proven ability to work independently while being part of a larger team.

• Capability to thrive in a fast-paced, agile environment with assertiveness, critical thinking, and robust problem-solving skills.

• Ability to quickly adapt to change, think on your feet, communicate positively, and work proactively.

🏝️ Benefits

• Competitive salary

• Flexible working hours

• Professional development budget

• Home office setup allowance

• Global team events