This is a 100% remote role that can be located anywhere. We are obliged by the job posting sites to denote a country in order to advertise with them.
Support Engineer is responsible for the initial handling of tickets and ensuring that customer inquiries/issues regardless of the product line get off to a successful start. The Support Engineer will gather information for a ticket, search for resolution in the documentation, review known error/bugs database, and work for a quick resolution. Where a resolution is not possible (SLA impact or skills lacking), the Support Engineer will escalate the ticket to a higher level. This role acts as being the face of the company, representing the Global Services organization.
As a result, a Support Engineer is responsible for exhibiting the most positive impactful first engagement with the customer, providing effortless customer experience, and demonstrating strong technical skills as well as listening/understanding skills and empathy.
Support Engineers are expected to be well familiar with internal policies and procedures as well as with external and internal technical documentation. Support Engineers are also expected to help manage and contribute to the knowledgebase documentation.
More details about the project can be found on our website.
Please note that only resumes submitted in English will be considered for an interview.
What you will do:
What's in it for you?