Technical Support Engineer

Our client is looking for Technical Support Engineer in Basking Ridge, NJ location below is the detailed requirement. Job Title: Technical Support Engineer Location: Basking Ridge, NJ Duration: Full Time Job Description: A minimum of 3 years of overall experience is required. Hands-on experience with tools such as Postman, Kibana, Splunk, and Grafana is required. Bachelor's degree in computer science, Information Technology, or a related field. Experience in Banking /payment technologies is a plus. Customer Support: Provide first-level technical support to customers. Respond to inquiries, troubleshoot issues, and resolve problems in a timely and professional manner. Ensure a high level of customer satisfaction through effective communication and problem resolution. Incident Management: Monitor and triage incoming support requests via various channels (phone, email, ticketing system) and prioritize them based on urgency and impact. Log and track all customer interactions, activities, and resolutions accurately in the ticketing system. Troubleshooting: Diagnose and resolve basic technical issues related to banking systems, applications, and infrastructure. Utilize knowledge bases, troubleshooting guides, and documented procedures to identify solutions or escalate to higher-level support teams when necessary. Documentation and Knowledge Sharing: Contribute to the creation and maintenance of knowledge base articles, FAQs, and troubleshooting guides. Document common issues, their resolutions, and best practices to facilitate self-service for customers and improve overall efficiency. Escalation Management: Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, providing detailed information and following escalation procedures. Collaborate with higher-level support teams to ensure prompt and effective resolution of customer issues. Collaboration and Communication: Collaborate with cross-functional teams, including developers, system administrators, and business analysts, to resolve customer issues and provide timely updates to customers. Compliance and Security: Adhere to security protocols, data privacy regulations, and industry compliance standards when handling customer data and accessing sensitive systems or information Lorven Technologies