Support Engineer

• Diagnose and resolve high-priority, complex technical issues reported by customers, ensuring timely resolution and high customer satisfaction
• Conduct thorough root cause analysis of recurring issues to identify and implement preventive measures
• Ensure high ticket productivity while maintaining a minimal backlog
• Manage and prioritize incidents and service requests using internal tools, ensuring compliance with service level agreements (SLAs)
• Serve as the main escalation point for critical issues and actively participate in customer calls as required
• Provide On Call support in rotation including weekends to provide support for incidents, alerts and monitoring as needed.
• Work with cross functional teams like Sales, Implementation, logistics, Engineering in driving resolution to critical customer issues and drive process improvement initiatives
• Mentor and provide guidance to junior support engineers, fostering a collaborative and learning-focused environment.
• Work closely with cross-functional teams, including engineering, product management, and sales, to address customer needs and feedback.
• Data driven approach in Identify opportunities for improving support processes and tools, and contribute to the development and implementation of enhancements.
• Participate in or lead projects aimed at improving support services, product features, and customer satisfaction
• Maintain deep expertise in the company’s products, services, and technologies, staying updated with the latest developments and industry trends.

Technical Support Engineer II

Counsel Support Analyst III

Technical Support Specialist – L2

Ops Support Analyst I, IRT

Support Engineer III

App Dev & Support Engineer II