Technical Support Engineer
Skills
Computer ScienceContact CentersDatabasesFinancial Risk ManagementMulti-PlatformOracle DatabaseProfessional Services
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 2+ years in a technical customer service or support role
- 3+ years with SaaS telecommunications contact centre software and networking technologies
- Strong knowledge of TCP/IP HTTP SFTP scripting load balancers proxies firewalls and relational databases
- Excellent technical analytical and problem-solving skills in complex multi-vendor environments
- Professional written and verbal communication skills with strong detail capture
- Ability to manage priorities in a high-pressure interrupt-driven environment
- Proven ability to update knowledgebase resources and drive escalated cases to resolution
- Ability to collaborate with Product Management R&D QA Professional Services and senior leaders
- Understanding of contact centre business telecommunications architecture and market trends
- Ability to work independently and as part of a team
- Bachelor’s degree in a related field or equivalent experience
Nice to have
- Assertive communication
- Critical thinking
- Adaptability
- Mentoring ability
- Fast-paced mindset
Day to day
- Provide advanced technical support to customers across phone online chat and email while diagnosing complex software and network issues
- Analyse logs traces packet captures and technical diagrams to identify root cause and deliver lasting resolutions
- Take ownership of escalated cases mentor colleagues improve processes and create knowledge content using KCS methodology