Senior Technical Support Engineer
We are working on behalf of a global technology company who are looking to recruit a number of Technical Support Engineers across various areas including:- Automation, Integrations, Platform, Performance, Service Management and UX.
If you have 3+ years experience across a mix of ANY of the below, I want to speak with you!!
- Unix/Linux/Windows
- Relational databases (e.g. MySQL, Oracle)
- Scripting e.g. Python, Perl, Shell, Javascript
- Cloud e.g. AWS, Azure, GCP
- Networking / Networking concepts
Full sample spec below.
Senior Technical Support Engineer – Service Management
24*7 rotating shift-based position
Job Description
As a Senior Technical Support Engineer, in our Technical Support – Service management Team, you will enable our customers with your passion and knowledge of our Platform and Applications. You will be responsible for managing and resolving the most challenging issues and escalation for the customer and provide technical guidance in addressing their business needs.
What you get to do in this role:
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Customer Advocate providing support to users/administrators of our platform. Contributing to the growth of best practices for delivery of support services.
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Understand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
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To take ownership and become the point of contact for customer product and application related issues and drive them to resolution.
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Experience assessing, troubleshooting, resolving and providing root cause analysis for our Product issues.
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Manage customers' expectations and experience in a way that results in high customer satisfaction.
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Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.
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Opportunity to become Subject Matter Expert in assigned areas of product functionality and utilize that expertise effectively to help customers. Share and deliver knowledge sessions with peers globally.
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Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting.
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Help in development and mentoring of team members in various technologies, Platform, and applications
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Suggest and implement improvements to internal processes.
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Work on technical and non-technical projects.
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Communicate with customers and our teams through case, phone and other electronic methods.
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Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.
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Maintain impeccable case hygiene and customer related files and records.
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Role requires working in 24/7 shifts on a rotational basis.
Qualifications
To be successful in this role you have:
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Bachelor's in Computer Science (or related technical degree) or 4+ years of related experience within technical support or software coding environment
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3+ years of demonstrated ability to troubleshoot difficult technical issues quickly and effectively in a Support, Development or equivalent role.
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Strong Experience with relational databases (e.g. MySQL, Oracle)
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Experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
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2+ years working experience in one (or more) scripting languages:
JavaScript, Python, Perl, UNIX Shell, Windows PowerShell)
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Working knowledge of the components in a web applications stack, and the ability to debug web applications using Developer Tools
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Understanding of basic networking and system administration UNIX/Linux/Windows
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Experience working well in a team environment while also being able to work productively while unsupervised
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Personal commitment to quality and customer service
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Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
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Ability to work with high-value customer administrators and developers
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Excellent time management skills
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Ability to work evenings, holidays and weekends as required.
[email protected]