Support Engineer

• Register, classify, and process all incoming issues (via Email, Service Desk, Messenger, or Chat) in line with SLA agreements.
• Investigate, troubleshoot, and resolve customer requests at both L1 and L2 levels; escalate complex cases to Development or external vendors with full context.
• Communicate proactively with Customers regarding progress, resolution status, and any expected delays.
• Support setup, configuration, and updates of CRM instances and Offline Apps, including synchronization troubleshooting and functional checks.
• Conduct periodic and ad-hoc testing of client environments, user roles, and purchased functionality.
• Deliver client trainings on system usage, updates, and new features.
• Create and maintain support documentation, user guides, and training materials; ensure continuous knowledge base updates.
• Collaborate with Delivery, Development, and QA teams to support smooth rollouts of fixes, enhancements, and new releases.

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