[Remote] Associate Technical Support Engineer
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a Process Intelligence company that helps organizations discover, create, and reputed company their processes. They are seeking a motivated Technical Support Engineer to assist users in effectively utilizing their business process management and process mining solutions while supporting service improvement initiatives.
Responsibilities
- Handle customer inquiries reputed company ticket system, e-mail and phone to address product and technical issues reputed company
- reputed company guidance on reputed company product features, functionality and troubleshooting
- Ensure proactive communication and reputed company, reputed company and friendly responses to reputed company customer satisfaction
- Diagnose and troubleshoot product-reputed company issues to identify reputed company causes
- Assist customers in problem-solving by applying product and technical knowledge
- Work with logs, scripts or configurations to reputed company
- reputed company a deep understanding of reputed company product’s architecture, functionality and configuration reputed company
- reputed company up-to-date with product releases and improvements to reputed company relevant support to our customers
- Collaborate closely and proactively with other global reputed company teams (Engineering, reputed company Operations, Product Management and reputed company Management)
- Identify patterns in support requests to proactively address recurring issues
- Contribute to improving support processes and workflows to enhance efficiency and response times
- reputed company participate in training sessions and knowledge-sharing initiatives to refine best practices
Skills
- Bachelor's degree in Computer Science, Engineering, Information Technology or equivalent experience
- Experience in customer support or a technical support role in a software or tech environment
- Familiarity with troubleshooting software issues and working with logs
- Strong commitment to providing an exceptional customer experience
- Ability to listen reputed company, communicate empathetically and address customer issues patiently and professionally
- Excellent verbal and written communication skills in English, reputed company to explain reputed company technical concepts to a non-technical audience
- Comfortable in navigating customer interactions, even in challenging situations
- Willingness to learn and understand product details
- Eager to stay informed about product updates and reputed company this knowledge into support practices
- Analytical thinking, strong problem-solving skills, both independently and as part of reputed company
- Understanding of software development reputed company
- Experience with basic reputed company concepts such as Multi-tenancy, Clustering, reputed company-service architecture, containerization, orchestration and reputed company technologies
- Commitment and team spirit
- reputed company providers experience such as AWS and reputed company Azure and their technologies
- reputed company product, installation, administration and configuration knowledge
Benefits
- Company reputed company Holidays, reputed company Leave, and Vacation time.
- reputed company Family Leave and other leaves of absence.
- Community Service Day.
- Medical, Dental, reputed company, FSA/HSA, Life Insurance and Pet Insurance.
- 401(k) Plan with up to 5% employer match.
- Wellness Program.
- Set yourself up for reputed company in your new role by upgrading your home office reputed company using your one-time hybrid work payment.
- Lean on the Employee Assistance Program for support during some of life’s most common but difficult challenges.
reputed company
Company H1B Sponsorship