Lead Product Support Engineer

C&R Software; Chile; On-site; CLP 28,000,000 - 42,000,000; Full time

Job summary

A technology solutions provider in Canada is looking for a Lead Engineer to provide exceptional product support. This role involves troubleshooting complex issues, collaborating with customers, and ensuring timely resolution of support tickets. Candidates should be willing to address critical issues outside normal hours. The environment is dynamic, fostering continuous evaluation and improvement of support processes. This position has multiple openings and offers a full-time working arrangement.

Responsibilities

• Involve in troubleshooting activities by analysing logs, running SQL queries, and recreating the problem in internal environments.
• Join collaborative troubleshooting sessions with customers where needed and drive toward a quicker issue resolution.
• Work outside of business hours to resolve critical issues and be available for on-call rota.
• Triage incoming tickets using the provided ticket management tool and ensure timely response to the issues raised by customers.
• Provide efficient and quality communication to customers explaining the actions being taken and the resolutions being implemented.
• Show ownership of the ticket and take it to resolution.
• Work with Engineering, Professional Services, DevOps and other departments to resolve client-reported issues.
• Participate in collaboration meetings to present cases/issues to get feedback and escalate as needed.
• Continuously evaluate product support processes and practices and suggest strategies to enhance efficiency.

Job description

A technology solutions provider in Canada is looking for a Lead Engineer to provide exceptional product support. This role involves troubleshooting complex issues, collaborating with customers, and ensuring timely resolution of support tickets. Candidates should be willing to address critical issues outside normal hours. The environment is dynamic, fostering continuous evaluation and improvement of support processes. This position has multiple openings and offers a full-time working arrangement.