Unifyr

Support Engineer

• Support specialists are responsible for triaging, troubleshooting, and resolving support requests from customers and partners
• The Level 2 Support Specialist will have good knowledge of the company products and existing customer customizations to provide support and solutions
• Analyse technical issues to determine a root cause and resolve these
• Escalate and manage tickets within development team sprints
• Work closely with level 1 team members to deliver fast effective resolution to cases
• Ensure the bug-fix and release process is in line with committed fix dates for customer issues
• Create and modify business processes relating to customer support
• Act as customer advocate within the company for their assigned accounts
• Provide proactive oversight support to all ticketing as the primary contact offering existing case escalation, prioritization, and cross departmental coordination
• Engage other teams to update customers and expedite the resolution time

L2 Customer Support Engineer – SaaS