About the job
This position plays a crucial role within our global team, providing exceptional technical support to clients worldwide. As a Support Engineer, you will take charge of handling incidents, service requests, and inquiries, ensuring timely resolutions with a focus on first-time fix metrics and customer satisfaction. You will leverage your technical expertise to prioritize and resolve a wide range of issues related to our standard product offerings. Communication channels include phone, email, and web portals.
In addition to troubleshooting, the role involves various responsibilities, such as consulting with end customers, facilitating software upgrades, ensuring quality management, and developing internal tools.
KEY PERFORMANCE INDICATORS
Success in this role is measured by:
- Effective Problem-Solving: Quickly identify and resolve issues to restore services promptly.
- Ownership and Motivation: Take full ownership of incidents from start to finish, maintaining high service levels.
- Communication Skills: Provide clear and concise information to customers, understanding the impact of technical issues on their operations.
CORE RESPONSIBILITIES
- Issue Resolution: Utilize troubleshooting techniques to diagnose and resolve technical issues, including executing planned changes with associated quality assurance and testing.
- Collaborate with external suppliers and internal teams to log and address faults.
- Regularly update and manage support tickets, ensuring efficient tracking of incidents and resolutions.

