Technical Support Engineer

1 week ago

Dallas, United States iMin Full time $4,200 - $6,200
Pre-Sales:
  • Collaborate with the sales team to understand customer requirements and propose tailored technical solutions that meet their needs.
  • Conduct in-depth product demonstrations and presentations to prospective customers, showcasing the technical capabilities and benefits of the products and services.
  • Act as a technical advisor during the sales process, addressing customer questions and concerns to ensure the gaps being addressed.
  • Provide technical expertise and support to the sales team, including assistance in proposal preparation, solution design and proof-of-concept (POC), from aftersales service and technical perspective.
  • Conduct product training and technical workshops for both internal staff and external customers.
  • Stay informed about industry trends, competitor offerings, and emerging technologies to maintain a competitive edge in the market.

After-Sales:
Customer Support:
  • Respond to customer inquiries and requests for technical assistance via phone, email, or ticketing system.
  • Provide timely and accurate troubleshooting and resolution of technical issues.
  • Guide customers through diagnostic procedures to identify and resolve technical problems.
  • Ensure customer inquiries are addressed with professionalism and empathy, maintaining a high level of customer satisfaction.
Technical Troubleshooting:
  • Diagnose and resolve technical issues related to hardware, software, and system configurations, via structured approach.
  • Provide remote and on-site troubleshooting assistance for customers.
  • Maintain detailed documentation of support cases, solutions, and customer interactions.
  • Collaborate with internal teams (engineering, R&D) to escalate and resolve complex issues.
  • Ensure customer satisfaction by delivering timely and effective solutions.
  • Be proactive in collaboration with internal teams, to further assess the impact of issues on other products and develop the preventive actions.
Documentation and Knowledge Sharing:
  • Document the troubleshooting steps and resolutions, in the support knowledge base.
  • Create and maintain technical documentation, such as FAQs, troubleshooting guides, product manuals, and others relevant, to assist customers and support colleagues.
  • Share technical insights and best practices with the support team to improve overall efficiency and effectiveness.
Product Feedback and Improvement:
  • Serve as a liaison between customers and the product development team by providing feedback on customer needs and feature requests.
  • Communicate customer feedback and technical requests to the appropriate teams, such as product management and engineering.
  • Participate in beta testing and product validation activities to ensure the quality and reliability of new releases.
Training and Education:
  • Provide product and technical training and guidance to customers.
  • Develop and deliver technical training materials, webinars, and workshops to enhance customer knowledge and proficiency.
  • Stay current with product updates, new features, and industry trends to continuously improve technical expertise.

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