Senior Technical Support Engineer

Responsibilities

• Ability to communicate with customers - listen to and understand the problem, clearly explain detailed technical information
• Ask customers targeted questions to quickly understand the root of the problem
• Diagnosing and troubleshooting technical issues in an expedient manner based on technical level
• Track issues through to resolution, within agreed time limits. Properly escalates unresolved issues to the appropriate next level / internal teams
• Provide prompt and accurate feedback to customers / partners
• Refer to internal database or external resources to provide accurate technical solutions
• Lead troubleshooting & brainstorming discussions
• Influencing/mentoring Technical Support Engineers assisting with their development
• Ensure all issues are properly logged – follow case management process expectations
• Prioritize and manage several open issues at one time