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Technical Support Engineer
hace 3 meses
Job Description:
Responsibilities:
- Assess and prioritize customer cases to ensure timely response and resolution according to service standards and best practices, with an emphasis on escalated cases.
- Answer questions about the standard features and capabilities of our platform from customers and create a demo environment as needed.
- Research, troubleshoot, and resolve complex technical issues and serve as the point of contact for customers, providing updates until full resolution.
- Evangelize customers and recommend solutions to meet customers' needs and promote new features and extensions as appropriate.
- Work crossfunctionally to communicate customer feedback, pain points, feature requests, and make recommendations to internal teams regarding the product and service quality as a customer advocate.
- Perform UAT during product releases and report bugs to the Product team.
- Share and contribute to process improvements, FAQs, resources, and support guidelines to spread knowledge and positively impact customer satisfaction.
Qualifications:
- BS Degree (or equivalent experience) in Computer Science, Software Engineering, or in a related field.
- At least 23 years of experience in a technical support role serving as Level / Tier
- Proficiency in relational databases, including database design and table relationships.
- What You Need to Succeed
- Knowledge of commonly used concepts, practices, and procedures within cloudcomputing industry.
- Strong English and Spanish written and verbal communication and presentation skills with high attention to detail.
- Outstanding interpersonal and relationshipbuilding skills with a high degree of responsiveness and integrity.
- Ability to anticipate, comprehend, identify, prioritize, and meet the needs of internal and external customers while providing excellent customer service.
