Technical Support Engineer

Duration : + Months Contract with possible extension

Shift : Late (nd) Shift - PM EST

Summary : We are seeking an energized, self-motivated, team player to work in a fast-paced, high-pressured, dynamic environment providing remote technical support to Client’s Customers, Partners, and Field Engineers via chat, phone, email, and remote sessions. The Technical Support Engineer (TSE) role focuses on diagnosing, troubleshooting, and debugging technical problems associated with Client’s Hardware and Software both on premises and in the Cloud. A TSE will respond to situations where first-line product support has failed to isolate or fix problems in the field. TSEs are expected to be able to handle multiple concurrent issues while documenting all pertinent information pertaining to troubleshooting and resolving issues via CRM. TSEs will capture and record all knowledge learned via the Client’s Knowledge Base.

Roles & Responsibilities :

• Triage and troubleshoot Client’s systems and products via chat, phone, email and remote sessions with customers, partners, and internal field engineers.
• Read and analyze various system and application logs to determine where an issue is.
• Ask customers targeted questions to diagnose problems and provide timely solutions.
• Research documentation and knowledgebase articles and collaborate with team members to determine proper troubleshooting course of action.
• Provide timely updates to customers on status and progress of cases and properly set expectations.
• Prioritize and manage several open issues at one time, while quickly determining if issues are more complex and need to be escalated to next tier
• Create and / or improve Support Knowledge Base to document issues, errors, and solutions so repeated problems can be solved quicker.
• Ensure issues are documented thoroughly, clearly citing customer’s problem, business impact, troubleshooting steps, any steps taken to reproduce the issue, resolution, and any other pertinent information into CRM system
• Understand conditions in which a field issue could be escalated
• Collaborate with downstream teams to resolve technical issues

Required Skills & Experience :

Tech Solutions, Inc. is an Affirmative Action, Equal Opportunity Employer. Our employment decisions are made without regard to race, color, religion, gender, national origin, age, disability, marital status, veteran or military status, or any other legally protected status.