A Technical Support Engineer will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. You will be responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate products owner.

Responsibilities

• Take ownership of customer issues reported and see problems through to resolution.
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
• Research and identify solutions to software and hardware issues.
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
• Provide prompt and accurate feedback to customers.
• Ensure proper recording and closure of all issues.
• Performing analyses on software application functionality and suggesting improvements.
• Ensuring effective front-end and back-end functionality of applications.
• Establishing the root causes of application errors, and escalating serious concerns to the Senior Engineer.
• Keeping a record of configuration changes and scheduling application updates.
• Documenting processes and monitoring application performance metrics.
• Follow the SLA for issues with respect to the severity.

• A bachelor's degree in software engineering, computer science, information technology, information systems, computer engineering, or similar.
• Proven working experience in enterprise technical support, IT support or as a technical engineer.
• Knowledge of front-end and back-end programming languages, and SQL.
• Ability to manage code migration, document configuration changes, and monitor performance.
• Advanced proficiency in determining the causes of application errors and repairing them.
• Exceptional communication skills.
• Strong problem-solving skills.
• Excellent client-facing skills.
• Excellent written and verbal communication skills
• Ability to work independently, and with team too.
• Familiarity with remote desktop applications and help desk software.
• Proficient in English speaking and writing