Responsibilities

We are looking for a Support Engineer who will:

• Take ownership of customer issues reported and see problems through to resolution
• Identify and resolve technical issues detected in our products
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles

Objective

Provide effective technical assistance and support to customers, clients, or internal users. This includes diagnosing and resolving technical issues, responding to inquiries, and ensuring a positive and efficient user experience with the product or service. The Support Engineer Associate aims to contribute to customer satisfaction and retention by delivering timely and accurate technical solutions, often working in collaboration with other teams to address more complex issues.

Technical Skills

Our requirements for this position are:

• Proven working experience in enterprise technical support, IT support or as a technical engineer
• Strong problem-solving skills
• Excellent written and verbal communication skills
• Availability to be on call when needed
• We are looking for a candidate with 2+ years of experience as a Software Developer or Support Engineer.

They should also have experience using the following software/tools:

• Debug HTTP requests using Postman or similar tools SQL queries
• Agile software methodologies