Senior Technical Services Specialist
6 days ago
The Lead Technical Support Engineer is a seasoned subject matter expert responsible for delivering complex technical support across various products and services.
This role serves as the primary point of contact for troubleshooting intricate issues or product-level bugs that other technical support engineers cannot resolve.
The position involves leading the technical support team by mentoring, training, and guiding other technical support engineers to enhance their skills and expertise.
Collaboration with cross-functional teams, including product development, quality assurance, and Backend teams, is crucial in identifying and addressing technical issues affecting customers.
Furthermore, 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, and ensuring alignment with the company's overall strategy and goals.
Responsibilities:- Deliver exceptional technical support to customers while maintaining a deep understanding of the product.
- Diagnose and resolve intricate technical issues, as well as product-level limitations not resolvable by Technical Support Engineers.
- Develop and maintain accurate and comprehensive technical documentation for internal and external use.
- Collaborate closely with cross-departmental teams to identify and address technical issues impacting customers.
- Provide leadership, guidance, and mentorship to Technical Support Engineers, sharing knowledge to enhance their technical skills.
- Identify opportunities for process improvements and drive changes to optimize efficiency and effectiveness of technical support.
- Minimum 3-year tenure in Technical Support or Customer Support.
- Proficient understanding of SQL and API fundamentals.
- Brief familiarity with one coding language.
- Respond promptly and accurately to customer inquiries and issues via multiple communication channels.
- Utilize technical expertise and analytical skills to diagnose and troubleshoot complex issues.
- Escalate unresolved issues to appropriate teams or personnel, providing detailed information about the issue and steps taken.
- Maintain accurate records of customer inquiries, issues, and solutions in ticketing systems or databases.
- Work collaboratively with Tier 1 Support, Engineering, and Product Management to resolve intricate issues and improve customer support processes.
- Contribute to knowledge management by developing and updating knowledge base articles, FAQs, and support materials.
- Provide excellent customer service by maintaining a positive attitude and striving to exceed customer expectations.
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