Loadbalancer.org

Support Engineer

• Deliver enterprise-level technical support to customers via email, chat, phone, and remote support tools.
• Investigate, diagnose, and troubleshoot technical issues reported by customers.
• Respond to tickets in the helpdesk and handle issues through to resolution within agreed time limits.
• Ask targeted questions to quickly identify root causes and provide prompt, accurate feedback to customers.
• Escalate unresolved issues to internal teams (e.g., software developers) when appropriate.
• Build lab environments and test products for upcoming releases.
• Refer to internal databases and external resources to provide accurate technical solutions.
• Work collaboratively with colleagues to investigate issues and share knowledge.
• Ensure all issues are properly logged and prioritise/manage multiple open issues simultaneously.
• Document technical knowledge in notes and manuals and spend allocated time on projects, research, and self-directed learning.

Technical Support Consultant