This is a 100% remote role. We are obliged by the job posting sites to denote a country in order to advertise with them.
We are looking for a Senior Support Engineer (Specialized Support) to handle the most complex escalations within Support. Ideally, nothing should pass Specialized Support unless it is an issue that only other departments can address. As part of Specialized Support, our senior-level Engineers have an opportunity to refine their skill-set around the specific products and services.
As time progresses, Senior Engineers can grow into Lead Sr. Engineers, and later into Technical Account Management, Sales Engineering, or Development roles. The specialized Support staff is to set an example with every customer they handle.
The ideal candidate will be responsible for providing mentorship, training, and support to our junior staff, reducing the overall inflow of tickets and escalations. The creation of the technical documentation, quality oversight, and work with the Support Management and other Departments are essential to the specialized team's success.
"Next issue prevention" and effective escalation management to the Product Development are the critical elements of success. This role consistently interacts with key customers and is required to spot and communicate opportunities or pain points for additional services or solutions that we can provide to our customers.
More details about the project can be found on our website.
Excellent English language (written and verbal) proficiency and ongoing growth of technical skills are required.
You will show us:
What's in it for you?