Job Description
Job Description
We are looking for Support Engineers for our L2 and L3 support teams, assisting our international
clients with our comprehensive product setup and customized implementations. The responsibilities
include:
Proactively manage, up to resolution and based on agreed SLA terms and conditions, tickets
logged into the support tool used by the company
Analyze new issues raised by customers, qualify them, and assign severity levels
Provide L2 to L3 support and updates, in a timely manner. Troubleshoot, perform root cause
analysis and escalate to engineering as required
Coordinate with, and assign to engineering team, issues that require L3 support, e.g. requiring of
technical intervention/development
Collaborate with internal stakeholders and external partners to improve cross functional
support
Develop and expand technical and subject matter expertise across all company's products and
services
Provide training and functional support to customers across all company's products and service
offerings
Contribute to the development of the company's knowledgebase by writing articles,
documenting best practices, and developing how-to guides
Ensure all required internal reporting tasks are completed accurately and on time
Support client acquisition helping the sales, engineering, and customer success teams (the
business) to tailor the offering, and to conceptualize, structure and present the client solution.
Together with the business, prepare and give product demonstrations: This will involve tailored
live demonstrations and the preparation of demo environments
Contribute to product development, giving inputs into the product roadmap and communicating
all relevant prospect feedback
What We Look For
Bachelor's Degree in Computer Science, Information Technology, or similar
At least 2 years experience with technical support in previous roles
Must have experience in supporting Network, System and Software premise
Knowledge of support tool
Good oral and written communication skills in English
Good presentation skills
A good listener, when required, able to manage clients and stakeholders well
Able to command respect of technical and business colleagues alike
Knowledge of software development is an advantage
Basic knowledge in scripting is an advantage
