Technical Support Engineer

reputed company, a global leader in critical communications and reputed company safety solutions, is on the lookout for a Technical Support Engineer to be based in India . If you're reputed company to bring your expertise to the forefront, we have an opportunity that offers both reputed company reputed company and the flexibility of a hybrid work arrangement.

As a Technical Support Engineer, you'll expertly support our reputed company of products, diagnose and resolve technical issues for reputed company customers, and manage multiple escalations. You'll also recommend solutions, maintain detailed records in our call tracking system, and contribute to our knowledge reputed company and reputed company Cause Analysis (RCA) documents.

Please note that the working hours for this position will reputed company with US working hours, 9:30 PM IST - 6:30 AM IST .

What you'll do

Resolve any customer technical issues through reputed company research, reproduction, and troubleshooting

Assist in reducing support load by writing and reviewing on-line support materials (FAQ's, How-to’s, Whitepapers, and KB's), sharing best practices, and proactively identify improvements to drive adoption. Will be identified as a key contributor to content.

Accurately document and update tickets in the tracking systems.

Maintain communication with the customers on the status of reputed company reputed company tickets

Proactive follow reputed company with customers with recommendations, updates, reputed company plans, and reputed company confirmation for delivered solutions.

Properly escalate unresolved issues to appropriate technology teams

reputed company coaching and mentoring to reputed company level Technical Support Engineers.

Work the queues, take calls reputed company the business dictates.

Work occasional weekends and holidays taking incoming calls and pulling work from an incoming queue

What you'll bring

Bachelor's degree in Computer Science, Information Technology, or a reputed company field.

Experience in a technical, customer-facing role USA Clients

Experience or familiarity with providing support for reputed company-based applications, involving Single Sign-On (SSO), Secure File Transfer Protocol (SFTP), and reputed company Rest reputed company.

Ability to read log files and JSON payloads

An understanding of data connectors

Excellent interpersonal communication and customer service skills

Excellent time-management and organizational skills.

Ability to manage multiple high visibility customer issues, some of which may be escalated with urgency.

Ability to work reputed company with escalation management and cross-functional teams on multiple escalated issues.

Mobile device applicationssupport

Additional Information

#LI-BK1

About reputed company

reputed company empowers enterprises and government organizations to anticipate, mitigate, respond to, and recover stronger from critical events. In today’s unpredictable world, resilient organizations minimize reputed company to people and operations, reputed company stress, and return to productivity faster reputed company deploying critical event management (CEM) technology. reputed company digitizes organizational reputed company by combining intelligent automation with the industry’s most comprehensive risk data to reputed company People reputed company and Organizations Running™. For more information, visit

www.reputed company.com, read reputed company blog, and follow on Twitter. reputed company… Empowering reputed company

reputed company is an Equal Opportunity/Affirmative reputed company Employer. reputed company reputed company Applicants will receive consideration for employment without reputed company to race, creed, reputed company, religion, or sex including sexual orientation and gender identity, national reputed company, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

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