Technical Support Specialist

Tier 1 Technical Support

Job Description

Au10tix - a leading international hi-tech company specializing in Automated ID authentication technologies, is currently seeking a Tier 1 technical support engineer.

The main role of Tier 1 is to handle new and ongoing queries from our customers while being their technical “focal point”.

To excel in this role, the ideal candidate should strive to reach an expert level of proficiency within our product, enabling them to demonstrate robust analytical and troubleshooting skills. It is essential for the candidate to possess an in-depth understanding of the product's intricacies, features, and functionalities. This expertise will empower them to effectively analyze complex issues and provide accurate solutions to our customers' queries.

We are looking for a team player with exceptional communication skills, who can function and deliver under pressure.

The Tier 1 technical support engineer will support our worldwide customers by providing a deep analysis of customers’ technical queries, working closely with T2 support, NOC, R&D, DevOps & CSM.

Responsibilities

• Conducting thorough investigations and troubleshooting complex customer issues, taking ownership of the process from initial contact to resolution, and ensuring customer satisfaction.
• Effectively communicating customer issues and requests to product management and the research and development (R&D) teams.
• Resolve problems independently and understand the correct escalation procedures.
• Providing reliable technical assistance to both internal and external customers, particularly in handling complex and advanced product issues, and acting as a technical lead focal point.
• Support customers with integration, SDK, Coding related issues.
• Follow up with customers and internal teams for issue resolution, Manage bug workflows, and work in close contact with related R&D teams.
• Maintaining and managing our internal Knowledge Base and playbooks, ensuring they are up-to-date and accessible for reference and troubleshooting purposes.

Requirements

• Previous experience in Technical Support or equivalent background.
• High-quality individuals with great interpersonal skills and team players.
• Fluent in English with strong oral (phone) and written (e-mail) communication skills.
• Advanced analytical thinking and problem-solving skills
• The ability to work in stressful situations, and self-control.
• Exceptional customer service skills are a fundamental requirement for this role. We are seeking candidates who possess a proven track record of delivering excellent customer service.