Support Engineer

• Take ownership of customer-impacting incidents on our cloud-commerce platform, supporting both providers and end customers
• Manage tickets end-to-end, primarily through the service desk with occasional phone escalations
• Provide guidance to customers by answering how-to questions and recommending best practices for product functionality and configuration
• Investigate reported technical issues, perform troubleshooting, and determine effective solutions and root causes
• Resolve issues by following established procedures and documentation
• Collaborate with developers, account managers, and product teams to ensure timely resolution of reported issues
• Manage workload effectively and provide prompt, accurate updates to customers in line with SLAs
• Log, update, and close all tickets accurately in the tracking system
• Document troubleshooting steps and solutions as technical notes and knowledge base articles
• Adhere to standards for quality and customer satisfaction
• Stay current on products, related technologies, and processes through training and self-learning
• Support other tasks or projects as assigned to meet team and business needs

Technical Support Engineer

Technical Support Specialist – Core Lab

Technical Support Manager

Technical Support Analyst

Team Lead, Training and Technical Support

Technical Support Analyst