Senior Expert Product Support Specialist

4 days ago


Dera Ghazi Khan, Punjab, Pakistan beBeeExpert Full time $95,000 - $125,000
About the Role

The Lead Technical Support Engineer is a senior subject matter expert responsible for providing complex technical support for a range of products and services.

Key responsibilities include managing, tracking, diagnosing, and troubleshooting high-level cases for Technical Support Engineers, mentoring, training, and coaching other technical support engineers.

Collaboration with engineering teams across the organization, including product development, quality assurance, and Backend teams, is crucial in identifying and addressing technical issues that are affecting customers.

The Lead Technical Support Engineer drives continuous improvement in the technical support process by analyzing trends in customer issues, creating and implementing new support processes and procedures.

  • Deep understanding of the product analysis and diagnosis of complex issues, providing solutions that minimize user disruption.
  • Identify and resolve complex technical issues as well as product-level limitations that cannot be resolved by Technical Support Engineers.
  • Maintain accurate and up-to-date technical documentation for internal and external use.
  • Collaborate cross-departmentally with product development, quality assurance, and backend engineering teams.
  • Lead and mentor Technical Support Engineers to enhance their skills and expertise.
  • Continuously identify opportunities for process improvements to increase efficiency and effectiveness of technical support.

Participate in on-call support rotations to ensure 24/7 coverage during business hours and after hours.



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