Support Engineer

We are looking for a Support Engineer to become an integral part of our Customer Support team.
We strive to ensure customer satisfaction and improve users experience. You will be working directly with the customers and closely with our services, development, and product teams.
We are a cloud-based, innovative software company, and our product allows pharma and medical device companies to manage their quality and compliance processes electronically.
Our ideal candidate is passionate about learning new technologies and organizing information/data, and keen on becoming a part of a growing and dynamic team. Customer success is our top value, and this role requires individuals to be customer and service-oriented.
Responsibilities:
Diagnose and troubleshoot technical issues.
A key liaison between the customers and us.
Provide technical support and communicate with our customers.
Ensure customer satisfaction and identify outstanding issues.
Prioritize cases based on criticality and sense of urgency.
Provide documentation of technical knowledge.
Identify repetitive issues and escalate it to the relevant department (management,
services, development, etc.).
Perform system testing and minor configuration support.
Provide customer training.