Technical Support Engineer

Key Responsibilities:

• Issue Screening: Screen support issues effectively, ensuring relevance and alignment with the tech team's scope.
• Initial Investigation: Perform initial investigations to gather necessary information and understand the root cause of issues.
• Ticket Triage: Triage tickets to prioritise and categorise issues based on severity and impact, ensuring timely resolution.
• Information Validation: Ensure that all support tickets are well described, contain sufficient information, and are valid.
• Communication: Interact with customers and internal teams to gather information and provide updates on ticket status.
• Documentation: Document issues and solutions clearly and comprehensively to aid in future reference and knowledge sharing.
• Customer Service: Deliver high-quality support with a customer-centric approach, ensuring customer satisfaction.
• Collaboration: Collaborate effectively with cross-functional teams to escalate issues when necessary and ensure comprehensive solutions.
• Continuous Improvement: Identify areas for process improvement within the support workflow and contribute to their implementation.
• Integration Testing

Qualifications

• Familiarity with relevant technical tools, platforms, and ticketing systems: JIRA, Confluence, AWS, Postman, MySQL
• Strong analytical and problem-solving skills to diagnose and resolve technical issues efficiently.
• Excellent communication skills to interact with customers and internal teams effectively.
• Ability to document issues and solutions clearly for future reference and knowledge sharing.
• A customer-centric approach focused on delivering high-quality support and ensuring customer satisfaction.
• Effective collaboration skills to work with cross-functional teams and escalate issues as needed.
• A mindset of continuous improvement to enhance the support workflow and processes.