Field Support Specialist

Description

As a Field Support Engineer at BriefCam, you will play a vital role in ensuring customer satisfaction and the success of local customer deployments by providing exceptional technical support and problem resolution both local on-site and remotely. Your primary responsibilities include assisting with local on-site installations, troubleshooting software and hardware issues, and ensuring the seamless operation of our solutions.

You will serve as the on-the-ground point of contact for customer support, creating positive interactions and delivering excellent service that reflects our commitment to quality. Additionally, you will diagnose and resolve software and hardware issues for end users during local on-site engagements.

The Main Responsibilities of the role

1. Serve as the initial point of contact for customers seeking technical assistance through various communication channels (e.g., email, chat, phone) 
2. Respond promptly and professionally to customer inquiries, assess their needs, and provide appropriate solutions or guidance. 
3. Diagnose and troubleshoot software-related issues reported by customers, including but not limited to installation, configuration, usage, and compatibility problems. 
4. Walk customers through step-by-step solutions, both verbally and through written communication, to resolve technical issues effectively. 
5. Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams while providing comprehensive information and context. 
6. Document customer interactions, including problem descriptions, troubleshooting steps, and solutions, in our support ticketing system. 
7. Keep accurate records of customer interactions, details of inquiries, comments, and actions taken, for future reference and reporting. 
8. Collaborate with cross-functional teams, including software developers, QA engineers, and product managers, to communicate customer feedback and contribute to the improvement of products and services. 
9. Stay up-to-date with the latest software updates, product features, and industry trends to better assist customers and provide accurate information. 
10. Participate in regular training sessions to enhance technical knowledge and customer service skills. 
11. Contribute to the development and maintenance of support documentation, including FAQs, knowledge base articles, and user guides. 

Internal Interfaces

• Customer Success Manager
• Sales
• Technical Account Manager
• Support Tier-2
• Implementation Engineer

Requirements

 Technical Skills:

• Hands-on experience with Windows/Linux environments.
• Hands-on experience with databases such as PostgreSQL and MongoDB.
• Understanding of hardware and software products.
• Experience with Cloud providers (Azure, GCP, AWS) - Advantage.

·        Communication Skills:

• Demonstrated ability to communicate technical information to both technical and non-technical users.
• Ability to provide step-by-step technical help both in written and verbal formats.
• Ability to communicate fluently in English, both in writing and orally - Mandatory.
• Knowledge of additional languages is an advantage.

·        Certifications:

• Certification in Microsoft, Linux, Cisco, or similar technologies - Advantage.

·        Other Requirements:

• Willingness to get through a security clearance process for Israeli government institutes
• Willingness to travel to local customer sites as necessary, up to 20% of the time

Main Deliverables

• Issue resolution.
• Escalation of tickets to Tier-3 Support Engineers and R&D for unresolved cases.