Technical Support Engineer Job Description Template
Our company is looking for a Technical Support Engineer to join our team.
Responsibilities:
- Troubleshoot and resolve complex enterprise level customer technical problems;
- Participate in testing of new and updated features;
- Coordinate across numerous departments while driving issues to resolution;
- Share knowledge with team members and develop customer solutions efficiently;
- Help develop the scalable processes and systems to provide the foundation for a world class follow the sun global support organization;
- Maintain a high degree of urgency with clear prioritization across multiple projects and tasks that will be ongoing at any given time;
- Provide feedback to product and engineering teams to guide prioritization and definition of product enhancements;
- Work with internal teams to identify gaps and grow our knowledge base;
- Dive into complicated IoT technical issues using of various tools such as Sumo Logic, JIRA, GitHub, and more;
- Become a product expert for customers and stay up-to-date on new features in Couchbase;
- Serve as voice of customer with reporting to leadership, product, and engineering stakeholders;
- Document findings and ensure that HyperScience’s support knowledge base is utilized effectively and maintained and expanded over time;
- Maintain User’s Manuals and customer facing product documentation;
- Business Event Monitoring of customer production environments;
- Formulate alternative or unique solutions to help customers achieve their goals.
Requirements:
- Outstanding written and verbal communication skills;
- Knowledge of Mac, Windows and general desktop support issues;
- Ability to remain calm, composed and articulate when dealing with tough customer situations;
- Structured approach combined with a careful, accurate and result-oriented methodology, especially in problem analysis;
- Ability to troubleshoot technical problems and demonstrate resourcefulness in obtaining necessary diagnostic information;
- Extensive technical expertise; the ability to solve problems and determine the root cause of issues;
- Enthusiastic, Positive Demeanor and Professional Customer Service skills;
- Available to work in shifts (the department operates in a 24/7 shift structure);
- Experience with variety of industry hardware platforms and operating systems (Linux/Unix, Windows, etc.);
- Good knowledge of different operating systems such as Linux and Windows Server;
- Excellent organizational and troubleshooting skills;
- Experience with Windows and Macintosh versions of the Microsoft Office Suite, Adobe Creative Suite;
- Experience with network troubleshooting (LAN/WAN and VLAN);
- 3+ years’ experience supporting users on Macintosh OS X and higher; Strong Mac skills;
- Prior experience in a studio production environment strongly preferred.