Support Engineer

We are looking for a Support Engineer to join our partner's team.

We are a custom product engineering company that supports both multinational organizations and scaling startups to solve their most complex business challenges. With a global team of over 4,000 highly skilled developers, consultants, analysts and product owners, we engineer technology that redefines industries and shapes the way people live.

As a Support Engineer, become a part of a cross-functional development team engineering experiences of tomorrow.

Are you looking to advance a career in customer service, and support? Do you have a knack for helping people and an eagerness to problem-solve? Want to be a member of a high-performing customer support center environment? Good news! Our client is looking for a Support Engineer to join their team. Reporting directly to the Technical Support Manager, the Support Engineer will perform first level technical support services for all technology-based commercial services (customer facing solutions). This role will be responding directly to customers' support queries.

Responsibilities

• The Support Engineer will follow a standardized approach to understand the needs of the customer and recommend the proper utilization of the best solution or capability based on those needs.
• In handling of reported incidents, thorough symptom assessment will be employed to establish the root cause.
• Using a step-by-step process, this role will guide the customer through problem resolution and/or functional training as appropriate.
• Ensuring service is provided in accordance with our client's Service Desk Operating Procedures and adheres to defined Service Level Agreements
• Actively seeking to understand the customer’s needs and/or the root cause of the current inbound request
• Acting as a customer advocate and seeking to take ownership of customer inbound requests through resolution

Managing inbound requests from customers

• Resolving assigned customer inbound requests within established service levels and balancing workload
• Monitoring, balancing, and helping to resolve functional escalations from agents in partner locations
• Actively participating in the Customer Community of our client
• Continuously striving to become a subject matter expert in all customer facing applications and internal service desk tools and technologies
• Following established protocols to escalate appropriate requests to more advanced functions within the service model
• Providing after-hours support for priority incidents as needed

Requirements

Two-year degree in a technical curriculum preferred

• 1+ years of experience with technical support or equivalent is required
• 1+ years of experience in a call center environment or equivalent is required

Preferred

• Excellent analytical and interpersonal skills
• Exceptional oral and written communication skills
• Solid teamwork qualities and ability to work effectively in a matrix environment
• Excellent technology problem-solving skills
• Experience in any of the following a plus:
• XML and Web Services solutions
• Database, SQL, JavaScript and HTML/CSS
• Working knowledge of AS2

Benefits

• Care: your mental and physical health is our priority. We ensure comprehensive company-paid medical insurance and mental health programs, 5 undocumented sick-leave days per year
• Tailored education path: boost your skills and knowledge with our regular internal events (meetups, conferences, workshops), Udemy license, language courses and company-paid certifications
• Growth environment: share your experience and level up your expertise with a community of skilled professionals, locally and globally
• Long-term employment with 20 working-days paid vacation and local bank holidays

Flexibility: 100% remote work mode

• Opportunities: we value our specialists and always find the best options for them. Our Internal Mobility Program helps change a project if needed to help you grow, excel professionally and fulfill your potential
• Global impact: work on large-scale projects that redefine industries with international and fast-growing clients
• Welcoming environment: feel empowered with a friendly team, open-door policy, informal atmosphere within the company and regular team-building events