Technical Support Engineer at Savannah Informatics

Responsibilities

This individual will be responsible for:

• Serve as the first point of contact for contact center users and customers reporting service requests or incidents.
• Ensure timely and professional responses to customer inquiries, demonstrating a commitment to quality customer support.
• Impress customers by effectively solving both simple and complex technical problems, and going above and beyond to exceed expectations.
• Classify incidents based on their skill tier and take appropriate action to resolve them or escalate them to the appropriate engineering team if needed
• Explore and discover the root causes of issues, exploring source code, databases, logs, and traces to provide accurate and effective solutions.
• Maintain ownership of incidents throughout the resolution process, ensuring timely updates and closure with the customers
• Continuously grow your product knowledge, both in breadth and depth, to better support customers and resolve technical issues efficiently.
• Strong teamwork and collaboration with the customer experience team, engineers, and other stakeholders with the ability to work effectively with cross-functional teams.
• Proficient in documenting customer interactions, troubleshooting steps, and solutions accurately and comprehensively, plus also contributing to knowledge base articles to improve self-service options for customers.
• Continuously learning, sharing knowledge, and staying updated with engineering trends and technologies

Skills

The ideal candidate for this position should have the following:

• Familiarity with programming languages like Python/Django and/or Golang for analyzing source code or debugging issues.
• Strong understanding of software systems, databases, and networking principles.
• Understanding and experience of Git version control system concepts for managing code changes and collaborating with development teams.
• A customer-focused mindset with a commitment to delivering exceptional customer support.
• Proficiency in remote desktop tools such as TeamViewer, Remote Desktop Protocol (RDP), or VNC for providing remote assistance.
• Experience with ticketing systems like Jira, ServiceNow, or Zendesk for incident management and tracking.
• Strong attention to detail to ensure accuracy in diagnosing and resolving technical issues.
• Capacity to handle multiple incidents simultaneously based on urgency and impact
• Aptitude for digging deep to uncover underlying causes of problems and develop effective solutions.
• Thoroughness in documenting incidents and maintaining detailed records.
• Proactiveness in identifying recurring technical issues and proposing proactive solutions to prevent future occurrences.
• Initiative to seek out opportunities for process improvements and contribute to the overall enhancement of technical support services.
• Flexibility and adaptability to navigate through evolving technical environments and changing priorities.