Technical Support Engineer Tier 2

About the role:

A young and dynamic hi-tech company is seeking a dedicated and knowledgeable Technical Support Engineer to join the team. In this role, you will become proficient in our product's inner workings and act as a technical expert across a wide range of topics. You will serve as a primary point of contact for clients, ensuring their technical issues are resolved promptly and collaborating with cross-functional teams to deliver exceptional solutions and best practices. Your responsibilities will include providing product education, troubleshooting, and handling customer inquiries through Zendesk and email.

Responsibilities:

• Offer technical support and product assistance to customers worldwide via our ticketing system, calls, and emails.
• Collaborate closely with customer success managers to prioritize issues, maintain effective communication, and oversee end-to-end resolution.
• Independently resolve problems and follow appropriate escalation procedures when necessary.
• Reproduce and debug customer-reported problems, collaborating with engineering teams to achieve timely resolutions.
• Conduct research to identify root causes, troubleshoot, and investigate issues thoroughly.
• Willingness to work flexible shifts, including Fridays and holidays.
• Provide technical assistance to business partners and address customer service needs.
• Identifying customers' needs and assisting with problem-solving.

Requirements:

• Minimum of 2 years of experience in technical support (advantageous).
• Fluent in English, both spoken and written.
• Ability to work Monday - Friday.
• Ability to work at the evenings upon request.
• Ability to be on-call for urgent issues on weekends and nights once in two / three weeks.
• Strong problem-solving skills, with a passion for identifying and addressing root causes.
• Ability to effectively communicate complex concepts in a clear and professional manner.
• Quick learner who can adapt to changes efficiently.
• Proficient in technical troubleshooting.
• Experience working with APIs.
• Self-management skills with a proactive approach.
• Knowledge of Python is a plus.