Senior Technical Support

About the role:

We are looking for a talented Senior Support Engineer to join our Client Operations team

On this role you will:

Troubleshoot and resolve most technical difficult and complicated issues
Research, diagnose, troubleshoot product-related issues and identify solutions.
Remotely train global customers and partners
Follow standard procedures for proper escalation of unresolved issues and other customer’s needs to the appropriate internal teams
Build and maintain strong relationships with the customers and partners
Play your part in training and mentoring junior teammates by sharing your technical expertise and best communication practices
Participate in developing documentation and Knowledge Base technical articles on the Company products
Maintain deep knowledge of the Company operations and products to support client requests in the best possible way
Stay abreast of the latest changes, trends and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc.)

You have:

3+ years of proven experience as a Tier-2/3 Technical Support Engineer for enterprise (B2B) software
Ability to work Monday to Friday
Willing to provide “On Call” support during off hours weekends when required
Experience supporting B2B customers with large, complex environments.
Deep understanding of Windows OS (debugging and internals) ; Enterprise networks (Active Directory, SCCM, GPO) ; Linux (software installation and integration)
Passion for troubleshooting, ability to come up with efficient solutions for uncommon issues
Deep technical knowledge - experience with escalations or complex issues would be a serious advantage
Ability to prioritize and switch between a variety of time-sensitive issues
Creativity and ability to think outside the box
Ability to work independently and as a team player
Good communication skills and customer focus
Fluent English (both written and spoken)

Will be nice that you have:

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