Senior Technical Support Engineer

4 days ago


San Francisco Bay Area, United States Vibrant Wellness Full time

About the Role

We are seeking a highly skilled and motivated Senior Technical Support Engineer to join our team. In this role, you will serve as the key point of contact for resolving complex technical issues for our clients, ensuring exceptional customer satisfaction. You will collaborate closely with cross-functional teams, including development, product, and operations, to deliver top-notch support for our software solutions.


Responsibilities

1. Technical Support:

• Provide advanced troubleshooting and resolution for escalated customer issues related to our software products.

• Diagnose complex technical problems involving system integration, configuration, performance, and usability.

2. Customer Engagement:

• Act as a trusted technical advisor to customers, offering proactive support and guidance.

• Ensure timely communication and updates to customers on issue resolution status.

3. Collaboration:

• Work closely with engineering teams to identify and resolve software bugs or design challenges.

• Collaborate with product teams to provide customer feedback for feature enhancements and improvements.

4. Knowledge Management:

• Develop and maintain detailed technical documentation, FAQs, and knowledge base articles.

• Share expertise and mentor junior support team members.

5. Process Improvement:

• Identify trends in support requests to develop long-term solutions and improve product quality.

• Assist in refining support processes and tools to enhance efficiency.

Qualifications

1. Technical Expertise:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).

• 5+ years of experience in technical support or a related field, preferably in a software environment.

• Proficiency in troubleshooting software applications, APIs, and integrations.

• Familiarity with operating systems (Windows, macOS, Linux) and networking protocols.

2. Tools & Technologies:

• Hands-on experience with ticketing systems (e.g., Zendesk, Jira Service Management).

• Proficiency in database querying (SQL) and familiarity with debugging tools.

• Knowledge of scripting or programming languages (e.g., Python, JavaScript) is a plus.

3. Soft Skills:

• Excellent verbal and written communication skills, with the ability to explain complex technical concepts to non-technical users.

• Strong problem-solving skills and a proactive mindset.

• Ability to manage and prioritize multiple issues in a fast-paced environment.

4. Additional Qualifications:

• Experience supporting SaaS or cloud-based solutions is highly desirable.

• Certifications such as ITIL, Microsoft Certified Solutions Expert (MCSE), or similar are a plus.


Required Skills Preferred Skills Pay range and compensation package

• Competitive salary and benefits package.

• Opportunity to work with a talented and collaborative team.

• Career development opportunities in a dynamic and innovative environment.

• Flexible work arrangements, including remote work options.



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