Senior Technical Support Specialist

4 hours ago

Islamabad, Islamabad, Pakistan beBeeTechnical Full time 1,800,000 - 2,500,000
Job Description:

The Lead Technical Support Specialist is responsible for providing advanced technical support for a variety of products and services. This role entails troubleshooting complex issues or product-level bugs that cannot be resolved by junior support engineers.

Key responsibilities include managing, tracking, diagnosing, and resolving high-level cases for technical support teams. Additionally, the Lead Technical Support Specialist provides guidance to junior engineers through mentoring, training, and coaching, helping them develop their skills and expertise.

This critical position collaborates with cross-functional teams across the organization, including engineering, quality assurance, and development teams, to identify and address technical issues affecting customers. The Lead Technical Support Specialist also drives process improvements in technical support, identifying trends in customer issues, creating new support processes and procedures, and working closely with senior leadership to ensure alignment with the company's overall strategy and goals.

Key Responsibilities:
  • Analyze and diagnose complex technical issues, providing solutions that minimize user disruption.
  • Resolve complex technical issues and product-level limitations that cannot be resolved by junior support engineers.
  • Develop and maintain technical documentation for internal and external use, ensuring it is up-to-date, accurate, and easy to understand.
  • Collaborate with cross-functional teams to identify and address technical issues affecting customers.
  • Provide guidance and mentorship to junior engineers, sharing knowledge and expertise to improve their technical skills.
  • Identify opportunities for process improvement and drive changes to enhance the efficiency and effectiveness of technical support.
  • Participate in on-call support rotations to provide 24/7 support during business hours and after hours, responding to urgent requests and resolving issues in a timely manner.

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