Lakeside Software

Support Engineer

• Answering technical support calls
• Diagnosing and resolving issues
• Reporting bugs
• Testing newly developed software
• Collaborating cross-functionally on client technical challenges
• Customizing software tools to meet client needs
• Accurately triaging and prioritizing customer issues
• Following standard processes for proper escalation of unresolved issues to appropriate internal teams
• Meeting and/or exceeding assigned Technical Support metrics and targets
• Instilling trust and deescalating customer issues as appropriate
• Providing prompt and accurate feedback to customers
• Accurately and promptly documenting actions taken on issues into the system log
• Documenting technical knowledge in the form of knowledge articles
• Serving as a strong team player and collaborating with cross functional teams

Senior Technical Support Engineer