Respond to issues in a timely fashion, asking the right questions to evaluate the problem, troubleshooting, collaborating with additional resources as necessary, resolving, and documenting thoroughly
Deliver on day-to-day functional processes with an eye towards continuous improvement, including documentation of recurring issues and automating solutions when possible
Communicate and work as a team with Tier 2 and Tier 3 technicians to resolve complicated technical issues in accordance with ITIL processes
Maintain appropriate monitoring tools and alerting mechanisms to facilitate round-the-clock support of customer systems
Learn, grow, and move up our Career Map, regularly finding ways to add value to our team and business

Experience in a technical support or equivalent customer support environment
Ability to contribute in a multi-team environment
Experience working in the IT field
Knowledge of third-party software applications (e.g. Slack, Datadog, etc.)
Experience of working within an ITIL framework to investigate and resolve issues
Ability to work collaboratively across multiple teams
Communication expert with the ability to convey technical information, both verbal and written, to a wide range of audiences
Proficient in core technical tools and methodologies for function
Strong customer service and troubleshooting skills, with the willingness to learn new technology, processes, and support techniques, all while effectively prioritizing and executing in a high-pressure environments
Good communication skills, and proven ability to explain technical concepts

Technical Support Engineer

Key skills