Senior Technical Support Engineer - Remote

Overview

The Senior Technical Support Engineer will serve as the first point of contact for clients, expertly handling and resolving daily technical issues while collaborating with cross-functional teams.

In Short

• Serve as the first point of contact for clients, expertly handling and resolving daily technical issues.
• Perform in-depth troubleshooting of reported problems, ranging from minor requests to critical incidents.
• Collaborate closely with cross-functional teams including QA, Backend, Frontend, and DevOps.
• Maintain meticulous documentation of all technical issues and resolutions.
• Communicate proactively and effectively with clients, providing timely updates.
• Assist clients with the effective use of the dashboard, API, and broker platforms.
• Provide accurate product knowledge and guidance to clients.
• Assess the severity and impact of each issue to ensure proper prioritization.
• Contribute to the continuous improvement of support processes and tools.
• Mentor and guide junior Technical Support Engineers.

Requirements

• Experience in technical support or a related field.
• Strong troubleshooting skills.
• Excellent communication skills.
• Ability to work collaboratively with cross-functional teams.
• Detail-oriented with strong documentation skills.
• Experience mentoring junior staff.

Benefits

• Opportunity to work with a dynamic team.
• Professional development and mentoring opportunities.
• Exposure to various technical challenges.
• Contributions to process improvements.