Technical Support Engineer

Roles and Responsibilities

• Develop a strong working understanding of the Engage product its features, workflows, and use cases to support customers effectively and speak to the product with confidence.
• Ability to read, understand and communicate complex technical information in a simple, easy-to-understand manner.
• Ability to express ideas in an organized, articulate and concise manner, both in writing and verbally.
• Respond to customer queries and tickets quickly, ensuring fast turnaround times without compromising on quality of resolution.
• Explain technical flows and product functionality clearly to both technical and non-technical stakeholders.
• Gathering information, doing research, and performing scope analysis for customer issues.
• Efficiently multi-task and handle multiple customer requests from various sources at the same time.
• Technical hands-on troubleshooting, including parsing logs and following stack traces.
• Work cross-functionally with both client-facing and engineering teams.
• Stay up to date with internal processes, tools, and product updates.
• Perform production support activities, including assignment of issues, issue analysis, and resolution within specified SLAs.
• Provide daily support with resolution of escalated tickets and technical leads to ensure issues are resolved in a timely manner.
• Suggest fixes to complex issues through thorough root cause and impact analysis.
• Coordinate with the Application Development Team to resolve issues on production.
• Identify and document technical problems, ensuring timely resolution.
• Respond to emails and incident tickets, maintaining issue ownership end-to-end.
• Prioritize workload to provide timely and accurate resolutions.

Ideal Candidate Profile

• Strong product understanding, or the ability to quickly develop one, with a genuine interest in learning the Engage platform in depth.
• Excellent communication skills clear, confident, and able to explain technical concepts and flows to customers of varying technical ability.
• Quick and responsive approach to customer queries, with a sense of urgency and ownership.
• Self-motivated, with the ability to multitask efficiently.
• Communication skills backed by strong technical knowledge of relational databases, any scripting language, networking, and the UNIX platform.
• Ability to troubleshoot issues independently.
• Good knowledge of SQL, NoSQL, UNIX, and relational databases.
• A Bachelor's Degree in Computer Science with a minimum of 1 year of experience in technical customer support.
• Good knowledge of Java, Python, log analysis, REST APIs, and Postman.
• Identifying and documenting technical problems for integration projects, ensuring timely resolution.
• Collaborate with Sales or Customer Success teams as needed.