Support Engineer

• Deliver outstanding technical support via emails and phone calls;
• Troubleshoot complex technical issues;
• Provide technical support with networking, cloud products;
• Escalate incidents clearly, including impact, timeline, and reproduction steps;
• Ensure smooth troubleshooting for customer events, while working closely with internal teams.

Cloud Support Engineer, Fluent English

• Deliver outstanding technical support via chats and emails
• Manage customer support tickets and maintain a 24-hour response SLA
• Attend regular engineering planning sessions to stay informed on upcoming releases, migrations and product changes
• Prepare and lead recurring support retrospectives, identifying customer trends and helping Engineering prioritize improvements
• Review AI chatbot conversations and optimize Inkeep rules, workflows and responses to improve support quality
• Maintain and improve customer-facing documentation and self-service resources in GitBook
• Improve support systems and processes, including Zendesk workflows, automations and Linear ticket management
• Keep up with evolving tools and technology
• Handle sensitive customer data with care and security
• Apply the latest and greatest customer happiness practices
• Maintain deep understanding of client solutions and meet KPI

Technical Support Consultant, Fluent English

• Serve as a primary interface for customers during onboarding, issue resolution, and ongoing support
• Diagnose, troubleshoot, and resolve known technical issues using defined practices, procedures, and company policies
• Match customer needs to the appropriate Digital Insight offerings and recommend best-practice usage
• Deliver clear guidance and training to customers on how to effectively use supported solutions
• Manage multiple customer cases and small projects concurrently
• Create clear, concise, and accurate case documentation
• Ensure timely, appropriate escalations with fully documented issue details
• Build strong working relationships with cross-functional teams across Candescent and Digital Insight Software Solutions

Support Engineer jobs in Serbia

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Cloud Support Engineer, Fluent English

Technical Support Consultant, Fluent English

Software Support Engineer