Technical Support Engineer

Overview

Technical Support Engineer providing advanced customer support for software issues impacting contact centre operations, including root-cause analysis, incident management, and customer de-escalation.

What you’ll do

• Provide advanced technical support to customers via phone, online, chat, and email.
• Analyze logs, traces, and packet captures to determine root cause.
• Own troubleshooting communication internally and externally until resolution.
• Mentor colleagues on communication, troubleshooting, process, and case work.
• Monitor and manage cases based on severity and priority against SLA targets.
• Open and monitor incidents created with 3rd party providers.
• Identify and report software/design/reliability/maintenance issues to proper teams.
• Obtain and maintain KCS Publisher certification and maintain knowledgebase content.

What you’ll need

• 2+ years work experience in a technical customer service role, preferably technical support.
• At least three years of experience with SaaS, telecommunications, and contact centre software.
• Advanced knowledge of networking technologies such as TCP/IP, HTTP, SFTP, and load balancers.
• Advanced knowledge of proxies, firewalls, and relational databases (MSSQL, Oracle, MySQL).
• Excellent technical, analytical, and problem-solving skills for complex SaaS environments.
• Excellent written and verbal communication skills with assertive, articulate and friendly tone.
• Time management and ability to multi-task in an interrupt-driven environment.
• Proven ability to utilize, create, and update knowledgebase resources.

Details

• Use on-call services as needed; flexible schedule is required from time to time.
• Role type: Individual contributor.
• Reporting into: Director, Professional Services.
• Work mode: Hybrid (marked as #LI-Hybrid).