Tech Support

The Client - Technical Support Engineer - Job Description

The Global Technical Support team is a diverse, creative, fast-growing team! We provide technical support around the clock. Support Centers are located in Australia, India, Ireland, Japan, the Netherlands, the UK, and the US. We are looking for engineers who have a passion for technology, problem-solving and are eager to help customers.
As a Technical Support Engineer, you will enable our customers with your passion and knowledge of the the client Platform. You will be responsible for managing and resolving the most challenging issues and escalations for the customer and providing technical guidance in addressing their business needs. You will be the voice of the customer in the 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. 

=== For which team is this role ===
You will be joining the team named Platform Technologies. The team is responsible for the platform and data integrity. As such, the team handles issues related to the database (tables, columns, data format), upgrades, plugin installations, clones, reporting, performance analytics, artificial intelligence, and all features supporting developers in their daily activities.

=== What you get to do in this role ===
* Work on and resolve technical issues reported by internal and external customers.
* Maintain impeccable case hygiene and customer-related files and records.
* Customer Advocate providing support to users/administrators of our platform.
* Understand our platform, cloud technologies, and troubleshooting practices to ensure successful resolution of challenging technical situations.
* Experience assessing, troubleshooting, resolving, and providing root cause analysis for the client Product issues related to upgrades, cloning, tables, reporting, performance analytics, artificial intelligence, automated test framework, studio and development tools, plugins and applications.
* 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.
* Suggest and implement improvements to internal processes.
* 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.

* Strong commitment to own development by continuously updating knowledge, skills, and abilities.
* Strong sense of ownership; readily takes responsibility for actions and makes amends as necessary
* Ability to build a trustworthy reputation by honouring agreements and reliably following through on commitments.
* Ability to break down complex concepts into parts to better understand them.
* 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 remain focused on achieving key goals, even in the face of obstacles and setbacks.
* Ability to multi-task and efficiently manage the case queue.
* Ability to respond to different situations with an appropriate level of flexibility.
* A team player attitude to work efficiently in a collaborative environment.* A Bachelor's in Computer Science (or related technical degree) or 1+ years of related experience within a technical support environment.
* Some understanding of Object-oriented programming languages like Java.
* Some understanding and knowledge of the components in the web applications stack.  
* Some understanding and knowledge of the scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell.
* Some understanding and knowledge of Linux/Unix.
* A good Experience with relational databases (e.g. MySQL, Oracle).