
Senior Technical Authority
18 hours ago
The Lead Technical Support Engineer is a senior technical authority responsible for delivering expert technical support to various products and services.
As an L4 support engineer, they troubleshoot complex issues or product-level bugs that technical support engineers cannot resolve.
They manage, track, diagnose, and troubleshoot high-level cases for Technical Support Engineers and provide leadership to the technical support team.
This includes mentoring, training, and coaching other technical support engineers to develop their skills and expertise.
Responsibilities- Provide solutions that minimize user disruption by analyzing and diagnosing complex issues.
- Identify and resolve complex technical issues and product-level limitations.
- Responsible for creating and maintaining technical documentation for internal and external use.
- Work closely with cross-department teams to identify and address technical issues affecting customers.
- Share knowledge and expertise to help other team members improve their technical skills.
- Identify opportunities for process improvement and drive changes to improve efficiency and effectiveness of technical support.
- Participate in on-call support rotations to provide 24/7 support during business hours and after hours.
- Minimum 3-year tenure in Technical Support | Customer Support.
- Good understanding of SQL and API.
- Basic knowledge of one of the coding languages.
- Respond to customer inquiries and issues via phone, email, or chat.
- Diagnose and troubleshoot technical issues using technical knowledge and analytical skills.
- Escalate issues when necessary and provide detailed information about the issue and steps taken.
- Maintain accurate records of customer inquiries, issues, and solutions in a ticketing system or databases.
- Collaborate with other teams to resolve complex issues and improve customer support processes.
- Develop and update knowledge base articles, FAQs, and other support materials.
- Provide excellent customer service and maintain a positive professional attitude.
- Opportunity to work with a dynamic team of technical experts.
- Chance to develop and enhance technical skills through continuous learning and development opportunities.
- Competitive compensation and benefits package.
- Flexible work arrangements to promote work-life balance.
Our company values diversity and inclusion. We welcome applications from qualified candidates from diverse backgrounds.
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