Senior Support Engineer Job Description Template
Our company is looking for a Senior Support Engineer to join our team.
Responsibilities:
- Provide Pre Sales, Post sales and internal Technical Support (Including product demos);
- Monitor existing clients for anomalies; abrupt or drastic changes in volumes and/or buying partners;
- Being a technical advocate for our VIP customers, working closely with the customer success and business teams;
- Manage various internal projects; training, ensuring support readiness for new feature releases, etc;
- Manage, triage and groom support cue;
- Create and lead support improvement processes across the company;
- QA new customer integrations;
- Serve as primary Technical Customer Support;
- Provide product feedback and insights to the business and R&D teams;
- Serve as point of contact for customer escalations and ensure customer issues are resolved meticulously;
- Manage processes to maintain support processes;
- Document your technical work and research to help your colleagues, improve the product, and improve the support experience;
- Empower customers to find information, self-solve when they decide to, and learn more about client products, services and support;
- Advise customers on how to gain additional value from their client products;
- Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.
Requirements:
- Advanced Software and hardware knowledge of enterprise and data center networking;
- Collaborate with R+D personnel to jointly resolve issues and make recommendations for product improvements;
- Strong ticket management experience with a demonstrated ability to manage competing priorities;
- Lead technical action plans;
- Advanced troubleshooting skills in a technical environment. Excellent analytical and problem solving skills;
- Specific knowledge and training with the company’s products. Knowledge of multiple product lines;
- Ability to learn new technologies quickly;
- Ability to multitask and work independently;
- Excellent written and verbal communication skills;
- Web / mobile marketing and digital advertising experience;
- Being introduced by an AppsFlyer team member is a plus;
- Efficient time management skills;
- 5+ years of experience with technical support / QA / data analysis/ development/ technical account management;
- Experience with Customer Facing Service role in any capacity (Technical Customer Support);
- Experience with Web and Networking Technologies: – – APIs – Languages and Compilers – C/C++, C#