Technical Support Engineer - II

Responsibilities:

• Respond promptly and professionally to customer inquiries, providing technical support via various channels such as phone, email, and chat.
• Clearly communicate technical solutions to non-technical users, ensuring a thorough understanding of the resolution.
• Diagnose and analyze technical issues reported by customers, employing problem-solving skills to identify root causes and develop effective solutions.
• Collaborate with cross-functional teams to escalate and resolve complex technical issues.
• Develop and maintain a deep understanding of the company's products, features, and technologies to offer comprehensive support.
• Stay updated on product updates and enhancements, ensuring accurate and up-to-date assistance.
• Create and update technical documentation, including FAQs, troubleshooting guides, and knowledge base articles.
• Document customer interactions and resolutions for future reference and continuous improvement.
• Proactively identify recurring issues and work with the development team to implement permanent solutions.
• Collaborate with internal teams, including product development, sales, and quality assurance, to ensure a seamless customer experience.

Skills Required:

• Bachelor's degree in a relevant technical field (e.g., Computer Science, Engineering) or equivalent practical experience.
• Proven experience in technical support or a related fiel
• Exceptional problem-solving abilities and technical troubleshooting skills.
• Excellent communication and interpersonal skills, with the ability to interact with customers, team members, and stakeholders at all levels.
• Strong knowledge of SQL and RDBMS concepts.
• Knowledge of how the Internet works (HTTP and DNS).
• Programming knowledge and experience (Python or Java preferable).
• Knowledge of REST API and related tools.
• Exposure to centralised monitoring tools like Kibana Expert in Project and issue tracking tools like Jira and Zendesk.
• Customer focus acts with the customer in mind, anticipates future needs and is dedicated to providing superior service.
• Problem-solving ability, creativity to "think outside the box", proven track record in proposing and implementing new solutions for customers.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.