Technical Support Engineer

Responsibilities

• Own, troubleshoot and solve complex technical issues, using collaboration, problem solving practices and transparency within and across teams
• Research customer issues in a timely manner and follow up directly with customers on actions
• Collaborate with other Technical Support Engineers and Technical Support Advisors who may need assistance working on cases to help most quickly facilitate solutions for customers
• Independently frame issues and translate them into actionable insights
• Effectively complete several concurrent complex activities and execute on projects with minimal direction
• Drive resolutions of technical issues in complex or high business impacting situations, while providing professional technical expertise
• Make decisions while understanding the trade-off between risk and speed
• Articulate data-driven insights in a clear way that drives thoughtful business actions
• Support customers through troubleshooting support inquiries across a broad spectrum of products and supporting triage on behalf of customer
• Develop detailed knowledge about specific product lines and features
• Actively seek solutions to customer needs, communicating trends to leadership and suggesting innovative solutions focused on the customer experience
• Attend customer conference calls and maintain ownership of complex issues while working towards resolution
• Close teamwork and interaction with Field Service, Operations, Sales and Service Supply Chain organizations

Requirements

• Advanced understanding of computer operating systems, hardware, network, and application support
• Strong interpersonal communication and customer service skills to work successfully with customers in high stress and/or ambiguous situations
• Experience communicating with cross-functional partners (both technical and non-technical audiences)
• Strong problem-solving skills
• Experience working autonomously and prioritizing work with minimal input
• Aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
• Passionate transformer for customer service and ownership of the customer experience including issue resolution
• Able to self-manage and work independently in a fast-paced, continuously changing environment
• Ability to document technical customer issues into notes that are consumable by other users
• Collaborate with other team members to resolve customer issues, complex problems or concerns on a timely and effective basis
• Intellectually curious and gravitates towards tools and resources that enrich you

Qualifications

• 5-10% Travel
• Basic Qualifications: Associate degree or technical certification in Computer Science, Business, or related field and one year+ experience in a customer support role working with computer hardware/software troubleshooting and/or automation equipment or related technologies.
• or - Minimum of 3 years’ experience in a customer support role working with computer hardware/software troubleshooting and/or automation equipment or related technologies.