Senior Customer Support Engineer
Outseer
full-time
Posted on:
Location Type: Remote
Location: Egypt
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Job Level
About the role
- Provide second-tier technical support to customers, handling escalated issues from the frontline support team.
- Utilize a structured troubleshooting methodology that includes problem recognition, research, isolation, and resolution steps.
- Diagnose and resolve complex technical product issues, ensuring timely and accurate resolutions.
- Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to address customer issues effectively.
- Serve as a technical expert, providing guidance and mentoring to junior support engineers.
- Participate in project delivery activities, ensuring successful implementation and deployment of our products.
- Develop and maintain technical documentation, including troubleshooting guides and knowledge base articles.
- Actively communicate with customers throughout the support process, keeping them informed of progress and expected resolutions.
- Identify patterns or trends in customer issues and provide feedback to the product development team for continuous improvement.
- Stay up to date with the latest product features and updates, acquiring in-depth knowledge to provide accurate and effective support.
- Contribute to process improvement initiatives, optimizing support workflows, and enhancing customer experience.
Requirements
- Bachelor’s degree in a technical discipline (Engineering, Computer Science, Information Systems etc.) or equivalent of 4 years’ experience in customer support roles, preferably in a technical or software-related field.
- Excellent verbal and written communication skills, with the ability to effectively convey technical information to non-technical customers.
- Strong problem-solving and analytical skills, with the ability to diagnose and resolve customer inquiries efficiently.
- A polite and supportive demeanor that delights our customers and ensures they are well taken care of with every interaction.
- Ability to work well under pressure and manage multiple customer requests simultaneously.
- Attention to detail and strong organizational skills to accurately document customer interactions and issue resolutions.
- Proficiency in working with multiple databases and standard web architectures.
- Ability to work both independently and collaboratively within a team-oriented environment.
- Dedication to providing exceptional customer service and maintaining high customer satisfaction levels.
- Willingness to learn and adapt to new technologies and product updates.
- Availability to work flexible hours, including weekends and holidays, if required.
- Knowledge of administration with J2EE web applications (Tomcat/Websphere/Weblogic/JBoss) would be bonus.
- Basic Network (TCP/IP routing, TCP/UDP communications, DNS, TOR networking, etc.)
Benefits
- Available to work 24X7X365 organization
- Shift work
- Holidays
- On-call responsibilities may be required
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshooting methodologyproblem recognitiontechnical supportdiagnosing complex issuestechnical documentationJ2EE web applicationsTCP/IP routingDNSweb architecturesanalytical skills
Soft Skills
verbal communicationwritten communicationproblem-solvingorganizational skillscustomer serviceteam collaborationattention to detailability to work under pressurementoringadaptability