Technical Support Engineer

HappyFox Inc.; Chennai; On-site; USD 4,548 - 9,096; Full time

Job summary

An established industry player is seeking Technical Support Engineers to enhance customer satisfaction through expert technical support. In this dynamic role, you will be the key point of contact for resolving complex technical issues that go beyond the scope of the Customer Support team. Your responsibilities will include investigating customer issues, providing timely updates, and collaborating with internal teams to improve product and process efficiency. If you thrive in a fast-paced environment and are passionate about technology, this opportunity will allow you to make a significant impact while growing your skills in a supportive atmosphere.

Qualifications

• 5+ years of technical support experience, especially in SaaS applications.
• Excellent communication skills and ability to work under pressure.

Responsibilities

• Investigate root causes of customer issues and drive resolutions.
• Provide expert technical support and manage escalated issues.
• Train teams on application nuances and best practices.

Skills

Technical Support

Communication Skills

Problem Solving

SaaS Applications

Pressure Management

Programming Background

Education

Bachelor's Degree in Engineering

Job description

We are looking for Technical Support Engineers. You will work closely with customers to quickly resolve technical issues that cannot be handled by the Customer Support team.

Responsibilities:

• Investigate and identify root cause of customer issues and drive resolutions across various teams
• Provide expert level technical support and deal with issues escalated by junior support staff
• Manage customer issues related to the installation, configuration, and operation of the product suite and cloud deployments on a timely basis
• Act in a development capacity on product and process improvement projects
• Document defect and enhancement requests on behalf of customers
• Drive Post Mortem analysis for customer incidents and push for preventive measures to avoid future recurrence
• Give customers prompt and reliable updates related to applications
• Work with internal teams in a consultative and supportive role
• Train teams/members on the nuances of applications using simulations when required
• Work as an advisor on the product best practices for better supportability

Requirements:

• Bachelor’s degree in engineering or a related field
• Proven technical support experience of at least 5 years supporting SaaS based applications and a minimum of 1 year experience in L2 support
• Excellent written and verbal communication skills
• Ability to thrive in a high-pressure environment
• Passionate about learning and mastering new technologies and skills
• Applicants with programming background are preferred