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Solving Complex Issues
3 semanas atrás
The ideal candidate is a technology enthusiast who is passionate about delivering exceptional customer experiences. A true problem solver, the Technical Support Engineer will take personal ownership in seeing a problem through to resolution or escalation.
Key Responsibilities- Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the service.
- Tackle complex customer issues, including initial troubleshooting, identification of root cause and issue resolution or escalation.
- Identify and escalate priority issues that require immediate attention.
- Maintain high standards for response quality, timeliness of responses and overall customer experience.
- Serve as the primary point of contact on customer escalations and ensure issues are resolved efficiently.
- Collaborate with Sr. TSE and/or Engineering to document bugs and develop process or troubleshooting documentation in the support knowledge base.
- Minimum 2 years of customer-facing experience in technical support, system administration or related fields.
- Proficiency in English language, with excellent written and verbal communication skills.
- Experience with Identity Protection and Zero Trust solutions, along with knowledge of authentication protocols.
- Familiarity with Windows environment, including Windows Services and Active Directory, troubleshooting and diagnosing low-level operating systems and network issues.
- Possess strong analytical and organizational abilities, with ability to remain calm under pressure.
- Excellent interpersonal and relationship management skills, with ability to work independently and collaboratively as needed.
