Provide second-tier technical support to customers, handling escalated issues from the frontline support team.
Utilize a structured troubleshooting methodology that includes problem recognition, research, isolation, and resolution steps.
Diagnose and resolve complex technical product issues, ensuring timely and accurate resolutions.
Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to address customer issues effectively.
Serve as a technical expert, providing guidance and mentoring to junior support engineers.
Participate in project delivery activities, ensuring successful implementation and deployment of our products.
Develop and maintain technical documentation, including troubleshooting guides and knowledge base articles.
Actively communicate with customers throughout the support process, keeping them informed of progress and expected resolutions.
Identify patterns or trends in customer issues and provide feedback to the product development team for continuous improvement.
Stay up to date with the latest product features and updates, acquiring in-depth knowledge to provide accurate and effective support.
Contribute to process improvement initiatives, optimizing support workflows, and enhancing customer experience.

Bachelor’s degree in a technical discipline (Engineering, Computer Science, Information Systems etc.) or equivalent of 4 years’ experience in customer support roles, preferably in a technical or software-related field.
Excellent verbal and written communication skills, with the ability to effectively convey technical information to non-technical customers.
Strong problem-solving and analytical skills, with the ability to diagnose and resolve customer inquiries efficiently.
A polite and supportive demeanor that delights our customers and ensures they are well taken care of with every interaction.
Ability to work well under pressure and manage multiple customer requests simultaneously.
Attention to detail and strong organizational skills to accurately document customer interactions and issue resolutions.
Proficiency in working with multiple databases and standard web architectures.
Ability to work both independently and collaboratively within a team-oriented environment.
Dedication to providing exceptional customer service and maintaining high customer satisfaction levels.
Willingness to learn and adapt to new technologies and product updates.
Availability to work flexible hours, including weekends and holidays, if required.
Knowledge of administration with J2EE web applications (Tomcat/Websphere/Weblogic/JBoss) would be bonus.
Basic Network (TCP/IP routing, TCP/UDP communications, DNS, TOR networking, etc.)

Senior Customer Support Engineer

Key skills