Technical Support Engineer
Position Summary:
The Technical Support Engineer III provides technical assistance, troubleshooting, and problem resolution to customers who encounter issues with software, hardware, or technology products. This role involves diagnosing and resolving technical problems, offering guidance on product usage, and ensuring customer satisfaction. Technical Support Engineers play a crucial role in maintaining positive customer relationships and contributing to the overall success of the product or service.
Essential Duties and Responsibilities:
The essential functions include, but are not limited to the following:
o Provide first-level contact to customer inquiries, requests, and technical issues via various communication channels to convey resolutions to customer issues
o Provide timely and effective solutions to customer problems, ensuring a high level of customer satisfaction.
o Maintain a professional and courteous demeanor when interacting with customers.
o Diagnose and resolve technical issues related to products, software, or services.
o Utilize problem-solving skills to analyze and identify root causes of problems and provide solutions or workarounds.
o Collaborate with other technical teams and engineers to escalate and resolve complex issues and deliver effective solutions.
o Handle escalations from Tier 1 Support Team.
o Be a strong collaborator, a part of a small team, that touches every part of the company.
o Help hundreds of leading e-commerce companies ship and track packages.
Minimum Education & Experience Qualifications:
o Bachelor’s Degree in computer science, information systems, information technology, coding certification through a coding bootcamp.
o 5+ years of related experience or master’s degree and 3+ years of related experience, or equivalent related work experience.
o Proficient in at least one programming language (Python, Ruby, Go, JavaScript, C# or similar)
o Understanding of RESTful APIs, and interpreting requests/responses.
o Strong organizational skills.
o Basic understanding of SQL database queries.
o Ability to handle communication with multiple internal teams.
o Ability to tailor technical communication with all levels of customer understanding.
o Willingness to adapt to an evolving work environment.
o Ability to manage multiple projects at one time against timelines.
o Sense of urgency to drive customer progress.
o Excellent verbal and written communication skills.
o A capable quantitative thinker who learns quickly.
Core Competencies Required:
o Knowledge and Application: Complete knowledge and full understanding of areas of specialization, principles and practices within a professional discipline. Assesses unusual circumstances and uses sophisticated analytical and problem-solving techniques to identify causes. Resolves and assesses a wide range of issues in creative ways and suggests variations in approach. This job is a fully qualified, experienced professional, journey-level position.
o Complexity & Problem Solving: Works on problems of diverse scope where analysis of information requires evaluation of identifiable factors. Devises solutions based on limited information and precedent and adapts existing approaches to resolve issues. Uses evaluation, judgment, and interpretation to select the right course of action. Work is done independently and is reviewed at critical points.
o Collaboration & Interaction: Enhances relationships and networks with senior internal/external partners who are not familiar with the subject matter often requiring persuasion. Adapts style to different audiences and often advises others on difficult matters.