Senior Technical Support Specialist
3 weeks ago
At Deque Systems, we are seeking a highly skilled Senior Technical Support Engineer to join our team. This role will play a crucial part in supporting our products, mentoring team members, conducting internal training, communicating with customers, and delivering product demos.
The successful candidate will focus on customer support, creating a knowledge base, and resolving tickets related to Deque's products. Key responsibilities include:
- Providing exceptional support for Deque products, ensuring customer satisfaction.
- Reviewing and resolving tickets raised by customers on Deque's products.
- Mentoring and guiding junior support engineers, fostering their growth and development.
- Conducting internal training sessions to enhance the technical skills of the support team.
- Communicating effectively with customers, addressing their concerns and providing timely solutions.
- Preparing and delivering product demos to showcase Deque's solutions to customers when needed.
- Collaborating with cross-functional teams to ensure seamless support and knowledge sharing.
- Contributing to the development and improvement of support processes and documentation.
Requirements for this role include:
- At least 5 years of experience in a technical support or customer-facing technical role.
- Strong problem-solving skills and the ability to troubleshoot complex technical issues.
- Excellent communication and interpersonal skills, with a customer-centric approach.
- Basic knowledge of web development (JavaScript, HTML, frontend frameworks like React, Angular, Django) and/or backend development (Java, C#, Python, PHP, Ruby).
- Familiarity with automated testing technologies such as Selenium and WebDriver is a plus.
- Good understanding of CI/CD pipeline components.
- Ability to mentor and train team members.
- Bachelor's degree in Engineering, Computer Science, MIS, or a comparable field is preferred.
Job timings are US Eastern Time, 8 AM to 6 PM, with the possibility of changes based on customer requirements.
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