Pixeon

Support Engineer

• Analyze and diagnose incidents and/or clarify issues raised via phone calls, online support through the Client Portal, and remote access, ensuring response within Pixeon's SLA;
• Document and create knowledge base articles based on frequent questions or issues encountered in Pixeon products;
• Provide customer service with empathy and excellence, aiming to ensure Pixeon client satisfaction;
• Identify improvement opportunities in client workflows or product usage within customer environments;
• Participate in cross-functional meetings to contribute technical expertise;
• Share knowledge through trainings, workshops, and Q&A sessions for internal teams and/or clients, via in-person or remote meetings and recorded e-learning sessions;
• Assist the team with complex tasks that require advanced technical guidance;
• Perform on-site technical support visits to resolve incidents;
• Support the team leader in client crisis management, ensuring execution of technical actions;
• Prepare technical reports and documentation related to support activities.

Mid-level Support Analyst