Technical Support Strategist

5 days ago


Saddar Town, Pakistan beBeeSupport Full time $90,000 - $120,000
About the Role

The Technical Support Strategist plays a key role in driving the success of our technical support function. This senior expert is responsible for leading complex technical support across various products and services, troubleshooting issues, and collaborating with engineering teams to address customer concerns.

This role involves leadership, mentoring, and training other technical support engineers to develop their skills and expertise. The Technical Support Strategist drives continuous improvement in the technical support process by identifying trends, creating new processes, and aligning support with the company's overall strategy.

Key Responsibilities
  • Deep understanding of the product and ability to analyze and diagnose complex issues.
  • Responsible for creating and maintaining technical documentation for internal and external use.
  • Cross-functional collaboration with product development, quality assurance, and backend engineering teams to resolve technical issues.
  • Provide leadership and mentoring to Technical Support Engineers, sharing knowledge and expertise to improve technical skills.
  • Identify opportunities for process improvement and drive changes to enhance efficiency and effectiveness of technical support.
  • Participate in on-call support rotations to provide 24/7 support and respond to urgent requests promptly.
Requirements
  • Minimum 3-year tenure in Technical Support or Customer Support.
  • Good understanding of SQL and API.
  • Basic knowledge of at least one programming language.
  • Excellent communication and collaboration skills.
  • Able to respond to customer inquiries and issues timely and accurately via phone, email, or chat.
Benefits

This role offers a challenging and rewarding career opportunity for an experienced technical professional who is passionate about delivering exceptional customer service and driving business results.



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