Senior Technical Support Engineer
Skills
Computer ScienceBusinessContact CentersEngineeringInternet ProtocolNetworkingSecure File Transfer Protocol
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 5+ years of experience in a technical customer service role preferably technical support
- Advanced knowledge of SaaS telecommunications contact centre software networking and databases
- Strong understanding of TCP/IP HTTP SFTP scripting load balancers proxies firewalls MSSQL Oracle or MySQL
- Excellent technical analytical and problem-solving skills in complex multi-platform environments
- Excellent written and verbal communication skills with accurate documentation during conversations
- Ability to manage time multitask and stay composed in high-pressure interrupt-driven environments
- Proven ability to use create and update knowledgebase resources using KCS methodology
- Ability to drive escalated customer issues to resolution using internal and external resources
- Ability to communicate effectively with Product Management R&D QA Professional Services and senior stakeholders
- Understanding of contact centre business and networking technologies including PBX carriers and VoIP
- Ability to work independently and collaboratively in a fast-paced agile environment
- Bachelor’s degree in a relevant field or equivalent work experience
Nice to have
- Assertive
- Articulate
- Friendly
- Tenacious
- Analytical
- Proactive
- Mentoring mindset
- Critical thinking
Day to day
- Provide advanced technical support to customers across phone online chat and email
- Investigate complex issues by analysing logs traces packet captures and network diagrams to identify root cause
- Own escalated cases end to end communicate progress clearly and mentor colleagues to improve troubleshooting and case handling