Tech Support Engineer

• Be the first technical point of contact for the customer
• Demonstrate the ability to work with the Escalation team and/or engineering teams to manage escalated cases
• Work closely with SE teams internally on larger networks and more complex issues
• Identify customer problems/issues and assist customers to resolve issues while consistently providing great Customer Experience
• Identify and reproduce customer technical problems in a test/lab environment
• Work on day-day tickets, follow up with clients, provide feedback, and see problems through to resolution
• Ensure proper case documentation and closure
• Generate clear and concise documentation in the form of case notes, technical tips, and white papers
• Notify and discuss with Senior, Staff, Senior Staff, or Principal Engineers on calls and emails that require assistance.
• Timely handoff (escalation) of cases that require advanced technical investigation by the Escalation Team
• Manage customer expectations and make sure the customer is receiving the highest quality of service
• Document customer issues for future reference and build a knowledge base of the solutions given to the customer
• Actively participate in training and improve product and process knowledge
• Understand the SLA’s and work/align style of working towards meeting them
• Flexible to support on-site work schedules as required.
• Willingness to adapt to changing shifts and operational needs.

Comfortable working in a dynamic environment with evolving priorities.