Technical Support Engineer

*About the role:*

We are looking for a talented Support Engineer to join our Customer Experience team

*On this role*, *you will:*

* Troubleshoot and resolve most technical difficult and complicated issues
* Research, diagnose, troubleshoot product-related issues and identify solutions.
* Remotely train global customers and partners
* Follow standard procedures for proper escalation of unresolved issues and other customer’s needs to the appropriate internal teams
* Build and maintain strong relationships with the customers and partners
* Play your part in training and mentoring junior teammates by sharing your technical expertise and best communication practices
* Participate in developing documentation and Knowledge Base technical articles on the Company products
* Maintain deep knowledge of the Company operations and products to support client requests in the best possible way
* Stay abreast of the latest changes, trends and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc.)

*You have:*

* Proven experience as a Technical Support/QA Engineer for enterprise (B2B) software or equivalent military experience
* Ability to work Monday to Friday
* Experience supporting B2B customers with large, complex environments.
* Being a committed team player that can help lead others through challenging customer issues
* Deep understanding of Windows OS (debugging and internals) ; Enterprise networks (Active Directory, SCCM, GPO) ; Linux (software installation and integration)
* Passion for troubleshooting, ability to come up with efficient solutions for uncommon issues
* Ability to prioritize and switch between a variety of time-sensitive issues
* Good communication skills and customer focus
* Willing to provide “On Call” support during off hours weekends when required
* Fluent English (both written and spoken)

Job Type: Full-time