Tech Support Engineer(User Experience)

1 month ago

Orlando, United States eTeam Full time

Position Overview:

As a Senior Technical Support Engineer, you will enable our customers with your passion and knowledge of the Client Platform. 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. You will be the voice of the customer into Client product and development teams for product feedback and improvements. You will play an integral role in building knowledge and be part of strategic initiatives for process improvements.


What you get to do in this role:

Customer Advocate providing support to users/administrators of our platform. Contributing to the growth of best practices for delivery of support services.

Understand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.

Manage and resolve all issues.

Experience assessing, troubleshooting, resolving and providing root cause analysis for Client Product issues.

Manage customers' expectations and experience in a way that results in high customer satisfaction.

Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.

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.

Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting.

Help in development and mentoring of team members in various technologies and Client Platform.

Suggest and implement improvements to internal processes.

Work on technical and non-technical projects.

Communicate with customers and our teams through case, phone and other electronic methods.

Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.

Maintain impeccable case hygiene and customer related files and records.

Participate in the weekend support on-call rotation.


Skills:

To be successful in this role you have:

UI development or support experience

Experience in two (or more) of the following: CSS, AJAX, ReactJS, GraphQL, AngularJS, Mobile application development

Reading and debugging Java and JavaScript code (Writing JavaScripts will be beneficial)

Troubleshooting experience using browser developer tools

Advance knowledge of the components in cloud/web applications and experience in Application Support. Mobile application support experience will be bonus.

Scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)

Good experience with relational databases (e.g. MySQL, Oracle).

Good experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)

Experience using Linux/Unix OR Microsoft Server

Demonstrated ability to understand the problem statement and troubleshoot complex technical issues with ease

Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems

Personal commitment to quality and customer service

Ability to multi-task and efficiently manage case backlog

Should be a team player working efficiently in a collaborative environment

Proven ability to maintain a professional demeanor when handling complex user issues (difficult customers)

Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, business process and customer needs in timely manner.


Desired Skills

Experience providing SaaS support

Experience developing applications within the Client Platform

Experience diagnosing performance related issues.

Experience using tools like Eclipse, Splunk, Xcode, Android studio, SauceLab

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