XTN-0809987 | TECHNICAL SUPPORT ENGINEER

Position Overview
The Technical Support Engineer will play a critical role in delivering high-quality support and services to our clients. This customer-facing position is responsible for managing and resolving complex technical issues, assisting with platform installations and configurations, and providing technical expertise during pre-sales meetings. The ideal candidate will have strong problem-solving skills, a solid understanding of ITSM principles, and hands-on experience with ITSM tools. Exceptional communication and presentation skills are essential , as the role requires frequent interaction with clients, both in resolving issues and demonstrating platform capabilities.

The main responsibilities of a Technical Support Engineer include:

Key Responsibilities

• Pre-Sales Meeting Support: Provide technical expertise and support during pre-sales meetings, helping to demonstrate the platform's capabilities and address potential client queries.
• Platform Installation & Configuration: Lead and support the installation and configuration of software platforms, ensuring systems are set up to meet customer requirements and are optimized for performance.
• Technical Support  (1st & 2nd Level Support) Provide expert-level 1st and 2nd level technical support to customers, diagnosing and resolving issues related to platform installations, configurations, and integrations.

Secondary Responsibilities

• Platform Testing: Participate in platform testing to identify bugs, performance issues, and areas for improvement, contributing to the overall quality assurance process.
• Technical Documentation: Assist in the creation and upkeep of detailed technical documentation, ensuring all system processes, configurations, and customizations are accurately recorded.
• API Scripting: Develop and maintain custom scripts to integrate and automate platform functionalities using APIs.