Technical Support Engineer- Quickcharge

Key Responsibilities

• Receives and records incident related information using a variety of tools, techniques and procedures.
• Conducts analysis, gathers information (i.e. click steps, logs, screen shots), troubleshoots and resolves or recommends resolutions to moderately complex customer problems.
• Uses judgment within defined practices and procedures. Uses knowledge and skills to address customers’ needs and resolve problems within existing specifications and standards; unusual problems which may require exceptions to procedures or processes are referred to a more senior engineer.
• Troubleshooting with tools and techniques, including network browsers, through Wireshark (or equivalent), Microsoft Windows Server analysis using built-in and third-party tools, SQL database analysis, HTTP/HTTPS, APIs, web browsers, and Microsoft Internet Information Systems analysis, and more.
• Maintains customer relationships by handling their questions and concerns with speed and professionalism.
• Establishes priorities and communicates effectively with clients.
• Overcomes constraints to resolve client issues and meet established deadlines.
• Actively contributes to a knowledge base that improves the effectiveness of the team, and information available to our clients.
• Communicate with product teams on customer feedback and help develop longer-term improvement options.
• Acting as primary contact for assigned clients with respect to product company performance and operational processes.

What You Will Bring

• Able to work in a high-energy, fast-paced environment where change is the order of the day.
• Ability to troubleshoot using skills related to software functionality / hardware configuration, and technical issues.
• Comfortable troubleshooting technical issues via phone/email/ticketing/chat.
• Strong analytical, problem solving and interpersonal skills.
• Excellent written and verbal communication skills with ability to explain technical concepts to non-technical users.
• Analytical, methodical, detail-oriented individual.
• Strong desire and passion for learning new technologies, investigating technical problems and helping customers.
• Demonstrated ability to accept feedback, engage in self-reflection and transform that process into performance improvement.
• Practical experience in Information Technology, Engineering, or related technical field 2-4 years of technical support or software troubleshooting experience.
• Experience with SQL databases and basic query writing.
• Familiarity with Windows and/or Linux server environments.
• Understanding of web technologies (HTTP/HTTPS, APIs, web browsers).
• Customer service orientation with patience and empathy.
• Ability to work independently and manage multiple cases simultaneously.
• Willingness to learn new technologies and adapt to changing environments.

Pay

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions.