Exceeding customer expectations by providing a tailored service experience.
Identify and resolve customer issues via incoming calls, emails, etc.
Provide customers with knowledge regarding software functionality and best practices.
Identify and reproduce software defects for submission to development.
Provide Customers with root cause analysis and in-depth troubleshooting.
Meet and exceed Service Level Agreements through effective incident management.
Writing Technical Documentation (i.e. Knowledge Base Articles).
Contributes to the departments' Key Performance Indicators (KPI).
Performs software implementation, installation, and upgrades to MasterControl customers.
Updates and maintains reports for customers and key internal contacts.
Provides backup support to other CSE team members.
Works directly with escalation engineers to assure resolution of critical customer issues.
Provide and participate in technical training and knowledge transfer for new or complex products.
Contribute to overall content and quality of knowledge base utilizing the Knowledge-Centered Support principles.
As directed, performs special projects.

Must be willing to work USA (MST) hours of operation to connect with North American clients, on a full time basis.
Excellent customer relationship and advocacy skills.
Advanced application troubleshooting skills.
Database management knowledge / MS SQL experience required.
Attention to detail.
Professional-level writing and communication skills.
Professional English language, speaking/writing skills.
LDAP & Active Directory experience / knowledge desirable.
Understanding virtual environments. Strong experience desirable.
Programming experience / knowledge (Java Script, HTML) helpful.
Proficient with Claude Code or similar.

Customer Support Engineer

Key skills