Senior Technical Expert

1 day ago

Karachi, Sindh, Pakistan beBeeTechnical Full time $105,000 - $145,000
About the Job

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

This includes troubleshooting intricate issues or product-level bugs that technical support engineers cannot resolve.

You will oversee, track, diagnose, and troubleshoot high-level cases for Technical Support Engineers, provide leadership to the technical support team, and mentor, train, and coach other technical support engineers.

You will also collaborate with engineering teams across the organization to identify and address technical issues affecting customers.

Your goal is to drive continuous improvement in the technical support process by analyzing trends in customer issues, creating new support processes and procedures, and working closely with the Technical Lead to ensure alignment with organizational goals.

Key Responsibilities:
  • Analyze and diagnose intricate technical issues and provide solutions minimizing user disruption.
  • Identify and resolve intricate technical issues as well as product-level limitations not resolvable by Technical Support Engineers.
  • Create and maintain technical documentation for internal and external use, ensuring it is up-to-date, accurate, and easily understandable.
  • Work closely with cross-functional teams to identify and address technical issues impacting customers.
  • Provide leadership and mentoring to Technical Support Engineers, sharing knowledge and expertise to help other team members enhance their technical skills.
  • Identify opportunities for process improvement and implement changes to enhance efficiency and effectiveness of technical support.
  • Participate in on-call support rotations to provide 24/7 support to incoming escalations during business hours as well as after hours.

Requirements

To be successful in this role, you should have:

  • A minimum of three years' experience in Technical Support or Customer Support.
  • A good understanding of SQL and API concepts.
  • Basic knowledge of at least one programming language.
  • The ability to respond promptly and accurately to customer inquiries and issues via phone, email, or chat.
  • Diagnostic and troubleshooting skills to identify root causes and develop effective solutions.
  • Experience escalating issues when necessary, providing detailed information for escalation.
  • Proficiency in documenting technical issues and solutions in a ticketing system or knowledge base.
  • Ability to collaborate with cross-functional teams to resolve complex issues and improve processes.
  • Contribution to knowledge management through articles, FAQs, and support materials.
  • Exceptional customer service skills and a professional attitude.
  • Availability to participate in on-call rotations for off-hours, weekends, and holidays support.

We are committed to fostering a diverse and inclusive work environment. We welcome individuals from various backgrounds, experiences, abilities, and perspectives.

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