Support Engineer

• First point of contact for customers seeking technical assistance
• Manage and resolve a high volume of basic, well-documented technical inquiries and service requests via email
• Execute clear, step-by-step procedures to fulfill routine requests (password resets, data resyncs, configuration changes)
• Maintain accuracy and efficiency in case handling, adhering to defined processes
• Leverage the Resource Hub (knowledge base) to resolve cases and report knowledge gaps or inaccuracies
• Capture relevant customer and system information (error messages, steps to reproduce, user details)
• Escalate unresolved technical issues to the L1 Core Team with clear handoff information
• Communicate clearly, empathetically, and professionally with customers via email throughout the case lifecycle

Technical Support Representative

Junior Technical Support Engineer – CPaaS