Support Engineer

• Serve as a trusted technical advisor, ensuring customer satisfaction and solution effectiveness.
• Communicate clearly with both technical and non-technical stakeholders.
• Document solutions, procedures, and known issues for internal and customer use.
• Analyzing source code, log files, dump files, and network/endpoint traces to diagnose field-related product issues.
• Enhancing internal tools and contributing to both internal and external Knowledge Base articles.
• Troubleshooting complex technical challenges, documenting resolution methodologies, and sharing knowledge with the Support team to enhance their expertise.
• Identifying product bugs and improvement opportunities, coordinating with development teams, and prioritizing resolutions to ensure a seamless customer experience.
• Driving product quality forward, either independently or by facilitating cross-functional collaboration within the organization.

Technical Support Engineer

• Design, implement, and continuously improve support processes, workflows, and operational standards.
• Identify inefficiencies and drive automation initiatives to improve productivity and customer satisfaction.
• Drive initiatives to improve service quality, operational efficiency, and customer experience.
• Lead operational readiness for new product launches, feature releases, and organizational changes.
• Collaborate with Support Leadership, Product, Engineering, Customer Success, and Business Operations teams.
• Define and monitor key support KPIs.
• Build dashboards and reports to provide visibility into support performance and trends.
• Analyze operational data and present recommendations to leadership.
• Own and optimize support platforms such as CRM, ticketing, workforce management, and knowledge management systems.
• Partner with IT, Engineering, Product, and Customer Success teams on system integrations and enhancements.
• Evaluate and implement new technologies, including AI-powered support solutions.

AVP Support Engineer

• Identify, log, and classify major IT incidents reported by internal teams or external users
• Coordinate response efforts by engaging appropriate technical teams and vendors to diagnose and resolve incidents, coordination calls and document actions, updates, and timelines
• Track incidents ,provide a clear and timely communication between technical teams, business stakeholders, and leadership during major incidents. Along with root cause analyses (RCAs), including performance incidents reports,
• Assist in preparing RCA reports and ensure documentation and communication are completed as required, Be a contribute to knowledge base articles.
• Support daily review meetings to discuss recent and ongoing high-priority incidents and operational work
• Follow established Major Incident and Change Management processes, policies, and tools
• Generate reports, dashboards, and performance metrics for operational and leadership reviews
• Support process adoption and assist with training or guidance related to incident management practices

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Technical Support Engineer

AVP Support Engineer

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