Tech Support Engineer

• Be the first technical point of contact for the customer  
• Demonstrate the ability to work with the Escalation team and/or engineering teams to manage escalated cases  
• Work closely with SE teams internally on larger networks and more complex issues  
• Identify customer problems/issues and assist customers to resolve issues while consistently providing great Customer Experience  
• Identify and reproduce customer technical problems in a test/lab environment  
• Work on day-day tickets, follow up with clients, provide feedback, and see problems through to resolution  
• Ensure proper case documentation and closure  
• Generate clear and concise documentation in the form of case notes, technical tips, and white papers  
• Notify and discuss with Senior, Staff, Senior Staff, or Principal Engineers on calls and emails that require assistance.  
• Timely handoff (escalation) of cases that require advanced technical investigation by the Escalation Team  
• Manage customer expectations and make sure the customer is receiving the highest quality of service  
• Document customer issues for future reference and build a knowledge base of the solutions given to the customer  
• Actively participate in training and improve product and process knowledge  
• Understand the SLA’s and work/align style of working towards meeting them  
• Flexible to support on-site work schedules as required.
• Willingness to adapt to changing shifts and operational needs.

Comfortable working in a dynamic environment with evolving priorities.