Senior Technical Support Engineer - Remote

Overview

An overview paragraph about the job

In Short

• Provide expert-level technical support for enterprise customers, handling complex troubleshooting post-implementation.
• Triage, diagnose, and resolve customer-reported issues, functional queries, and integration problems.
• Lead incident management for critical outages and coordinate resolution efforts with internal teams.
• Collaborate with Product, Engineering, and Customer Success teams to ensure timely resolution of technical challenges.
• Utilize debugging and log analysis tools to investigate system behaviors and provide detailed insights.
• Maintain accurate documentation of support interactions, knowledge base contributions, and process improvements.
• Identify recurring issues and contribute to proactive support strategies to enhance overall customer satisfaction.

Requirements

• Strong technical expertise in enterprise software solutions.
• Excellent communication skills.
• Experience in troubleshooting complex issues.
• Ability to work collaboratively with cross-functional teams.
• Passion for improving software usability.
• Experience in managing live troubleshooting sessions.
• Strong documentation skills.

Benefits

• Opportunity for continuous learning in a dynamic environment.
• Contribute to process improvements and knowledge sharing.