17 Senior Customer Support Engineer jobs in whatjobs
Senior Customer Support Engineer
Posted 20 days ago
Job Viewed
Job Description
Our client, a rapidly growing software company known for its exceptional user experience and innovative solutions, is seeking a dedicated and highly skilled Senior Customer Support Engineer to join their fully remote support team. This crucial role demands a deep understanding of technical products, excellent problem-solving abilities, and a passion for delivering outstanding customer service. You will be responsible for providing advanced technical support, troubleshooting complex issues, and acting as a key liaison between customers and our product development teams. The ideal candidate will possess strong technical acumen, exceptional communication skills, and the ability to manage challenging customer interactions with professionalism and empathy in a virtual setting.
Responsibilities:
Qualifications:
Responsibilities:
- Provide advanced technical support to customers via email, chat, and phone, resolving complex issues efficiently.
- Troubleshoot and diagnose software defects, performance issues, and integration problems.
- Document customer issues, resolutions, and create knowledge base articles.
- Collaborate closely with product management and engineering teams to advocate for customer needs and provide feedback on product improvements.
- Manage escalated customer cases, ensuring timely and satisfactory resolution.
- Develop and deliver training materials for customers and internal support teams.
- Monitor system health and proactively identify potential issues.
- Contribute to the continuous improvement of support processes and tools.
- Maintain a high level of customer satisfaction through effective communication and problem-solving.
- Stay up-to-date with product updates, new features, and industry best practices.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- Minimum of 5 years of experience in technical support, customer service, or a related role within the software industry.
- Proven ability to troubleshoot and resolve complex software-related issues.
- Strong understanding of operating systems, networking concepts, and database fundamentals.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
- Strong analytical, problem-solving, and critical-thinking skills.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote environment.
- Customer-centric mindset with a passion for helping users succeed.
- Experience in SaaS support or a related field is highly desirable.
This advertiser has chosen not to accept applicants from your region.
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Senior Customer Support Engineer
Posted 20 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and customer-focused Senior Customer Support Engineer to provide exceptional technical assistance to our global user base. This is a fully remote position, allowing you to leverage your expertise from anywhere in the world. You will be responsible for resolving complex technical issues, troubleshooting product defects, and ensuring a seamless customer experience. Your deep understanding of our products, combined with your excellent communication and problem-solving skills, will be critical in maintaining high levels of customer satisfaction and loyalty. You will also play a key role in identifying areas for product improvement based on customer feedback.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide advanced technical support and troubleshooting for our product suite via multiple channels (email, chat, phone, video calls).
- Diagnose and resolve complex customer issues, including software bugs, integration problems, and performance issues.
- Escalate critical issues to engineering and product teams with detailed analysis and reproduction steps.
- Develop and maintain comprehensive technical documentation, including knowledge base articles, FAQs, and troubleshooting guides.
- Proactively identify trends in customer issues and provide feedback to product development and QA teams.
- Guide and mentor junior support engineers, sharing knowledge and best practices.
- Contribute to the continuous improvement of support processes and tools.
- Manage customer expectations and ensure timely resolution of support tickets.
- Participate in user acceptance testing for new features and releases.
- Build strong relationships with customers, acting as a trusted technical advisor.
- Assist in training customers on product usage and best practices.
- Contribute to the development of internal support training materials.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- Minimum of 5 years of experience in a technical support or customer engineering role, preferably within a SaaS environment.
- Proven track record of resolving complex technical issues efficiently and effectively.
- Strong understanding of software applications, databases, and networking concepts.
- Excellent analytical and problem-solving skills, with meticulous attention to detail.
- Exceptional written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical users.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work independently, manage time effectively, and prioritize tasks in a fast-paced, remote environment.
- Customer-centric mindset with a passion for delivering outstanding service.
- Experience working with remote teams and collaborating effectively across different time zones.
- Familiarity with the software and technology landscape relevant to Kericho, Kericho, KE is a plus.
This advertiser has chosen not to accept applicants from your region.
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Senior Customer Support Engineer
Posted 20 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and empathetic Senior Customer Support Engineer to join their fully remote technical support team. This role is paramount in ensuring our customers receive timely, effective, and high-quality assistance for our products and services. You will be responsible for troubleshooting complex technical issues, providing detailed explanations, and guiding customers through solutions. Your duties will include managing support tickets, documenting solutions, and contributing to our knowledge base. The ideal candidate will possess strong analytical and problem-solving skills, with a deep understanding of our product suite and related technologies. Experience with ticketing systems (e.g., Zendesk, Salesforce Service Cloud) and remote support tools is essential. You will also play a key role in identifying recurring issues and collaborating with the product development team to implement improvements. Excellent communication skills, both written and verbal, are critical for interacting with customers from diverse technical backgrounds. This remote-first position requires a high degree of self-motivation, organization, and the ability to work independently while effectively collaborating with a distributed team. You should be adept at managing multiple priorities and maintaining composure under pressure. We are looking for individuals who are passionate about customer satisfaction and possess a genuine desire to help others succeed. This is an excellent opportunity to leverage your technical expertise and customer service skills in a flexible, remote work environment. Join a supportive team dedicated to providing an outstanding customer experience.
This advertiser has chosen not to accept applicants from your region.
2
Senior Customer Support Engineer
Posted 20 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and experienced Senior Customer Support Engineer to provide exceptional technical assistance in a fully remote capacity. This role is crucial for ensuring our customers receive timely and effective solutions to their technical challenges. The ideal candidate will possess a deep understanding of our products/services, strong troubleshooting abilities, and a passion for delivering outstanding customer experiences. You will be responsible for handling complex support inquiries, diagnosing and resolving technical issues, and escalating unresolved problems to higher-level support teams or product development. This position requires excellent communication skills, patience, and the ability to explain technical concepts clearly to non-technical users. As a remote-first role, you will manage your workflow and collaborate with a global team.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support to customers via various channels, including phone, email, and chat.
- Diagnose, troubleshoot, and resolve complex technical issues related to our products/services.
- Guide customers through step-by-step solutions for technical problems.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Identify and escalate recurring issues or critical bugs to the relevant engineering or product teams.
- Contribute to the knowledge base by creating and updating technical articles, FAQs, and troubleshooting guides.
- Assist in training and mentoring junior support staff.
- Proactively monitor system performance and identify potential issues before they impact customers.
- Gather customer feedback and insights to contribute to product improvement initiatives.
- Maintain a high level of customer satisfaction through prompt and effective issue resolution.
- Collaborate with cross-functional teams, including sales, engineering, and product management, to ensure customer success.
- Participate in on-call rotation as needed to provide 24/7 support.
- Stay up-to-date with product updates, new features, and industry trends.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
- A minimum of 5 years of experience in technical support, customer service, or a similar role, preferably in a SaaS or technology environment.
- Proven expertise in troubleshooting complex technical problems, particularly related to software, hardware, or network infrastructure.
- Excellent communication, interpersonal, and active listening skills.
- Strong ability to explain technical concepts clearly and concisely to diverse audiences.
- Experience with CRM systems and support ticketing platforms (e.g., Zendesk, Salesforce).
- Proficiency in diagnosing issues using log files, debugging tools, and remote access utilities.
- Ability to work independently and manage time effectively in a remote work setting.
- Strong problem-solving and analytical skills.
- Experience working with remote teams and utilizing collaboration tools is essential.
This advertiser has chosen not to accept applicants from your region.
3
Senior Customer Support Engineer
Posted 17 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and dedicated Senior Customer Support Engineer to join their growing technical support team. This hybrid role offers a blend of in-office and remote work, providing flexibility while fostering collaboration. You will be responsible for providing advanced technical assistance to our customers, troubleshooting complex issues, and ensuring customer satisfaction. The ideal candidate will possess a deep understanding of our product suite, excellent problem-solving abilities, and strong communication skills. You will act as a primary point of contact for escalated technical inquiries, working closely with engineering and product teams to resolve customer challenges. This position requires a proactive approach to customer service and a commitment to delivering exceptional support.
Responsibilities:
Qualifications:
Responsibilities:
- Provide advanced technical support and troubleshooting for complex customer issues.
- Diagnose and resolve software and hardware problems, escalating to engineering when necessary.
- Document customer interactions, technical issues, and resolutions accurately in the CRM system.
- Develop and maintain technical knowledge base articles and FAQs for customer self-service.
- Assist in training junior support staff and share technical expertise.
- Collaborate with product development teams to provide feedback on product improvements and bug fixes.
- Manage customer escalations and ensure timely resolution of critical issues.
- Identify trends in customer issues and report them to relevant teams for proactive problem-solving.
- Contribute to improving support processes and customer satisfaction metrics.
- Engage with customers through various channels including phone, email, and chat.
- Build strong relationships with customers by providing effective and empathetic support.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 3-5 years of experience in a customer support or technical support role, preferably in a senior capacity.
- Strong understanding of software troubleshooting methodologies.
- Excellent analytical and problem-solving skills.
- Proficiency with CRM software and ticketing systems.
- Strong communication and interpersonal skills, with the ability to explain technical concepts clearly.
- Ability to work independently and manage time effectively in a hybrid environment.
- Experience in (mention relevant industry/product area if applicable) is a plus.
This advertiser has chosen not to accept applicants from your region.
4
Senior Customer Support Engineer
Posted 18 days ago
Job Viewed
Job Description
Our client, a fast-paced SaaS company, is looking for an exceptional Senior Customer Support Engineer to join their fully remote support team. This role is crucial in ensuring our clients receive timely, accurate, and comprehensive technical assistance for our cutting-edge software solutions. You will be responsible for troubleshooting complex technical issues, providing expert guidance, and contributing to the improvement of our support processes and documentation. The ideal candidate has a passion for technology, outstanding problem-solving skills, and a strong commitment to customer satisfaction, thriving in a remote work environment.
Responsibilities:
Responsibilities:
- Provide advanced technical support to customers via multiple channels (email, chat, phone, remote sessions).
- Troubleshoot and diagnose complex software and system issues, identifying root causes and providing effective solutions.
- Escalate unresolved issues to engineering or product teams with detailed diagnostic information.
- Develop and maintain comprehensive technical documentation, knowledge base articles, and user guides.
- Mentor and guide junior support engineers, sharing expertise and best practices.
- Analyze support trends and provide feedback to product and engineering teams for product improvement.
- Proactively identify potential customer issues and develop preventative solutions.
- Manage customer escalations and ensure timely resolution of critical issues.
- Contribute to the continuous improvement of support tools and processes.
- Participate in cross-functional team meetings to represent the voice of the customer.
- Ensure a high level of customer satisfaction through efficient and effective support delivery.
- Bachelor's degree in Computer Science, Information Technology, or a related technical field; or equivalent practical experience.
- 4+ years of experience in technical customer support, preferably in a SaaS environment.
- In-depth knowledge of troubleshooting methodologies for complex software applications.
- Experience with ticketing systems (e.g., Zendesk, Jira Service Desk) and CRM software.
- Strong understanding of networking protocols, operating systems, and database concepts.
- Excellent analytical, problem-solving, and debugging skills.
- Exceptional communication and interpersonal skills, with the ability to explain technical issues clearly and concisely.
- Ability to work independently and manage time effectively in a remote setting.
- Proactive and customer-centric mindset.
- Experience with scripting languages (e.g., Python, Bash) is a plus.
This advertiser has chosen not to accept applicants from your region.
5
Senior Customer Support Engineer
Posted 20 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and empathetic Senior Customer Support Engineer to join their fully remote customer service department. This role is critical in providing exceptional technical support and ensuring client satisfaction for their innovative software solutions. As a remote-first position, you will leverage advanced communication tools to interact with customers, troubleshoot complex issues, and collaborate effectively with internal engineering and product teams.
You will be responsible for managing incoming support requests via various channels, including email, chat, and phone, and will be expected to diagnose and resolve technical problems efficiently. The ideal candidate possesses a strong analytical mindset, excellent problem-solving skills, and the ability to translate technical jargon into clear, understandable solutions for non-technical users. You will also contribute to the knowledge base, create documentation, and participate in training sessions to continuously improve the support experience. A proven track record of managing challenging customer interactions and a commitment to delivering outstanding service are essential.
Key Responsibilities:
You will be responsible for managing incoming support requests via various channels, including email, chat, and phone, and will be expected to diagnose and resolve technical problems efficiently. The ideal candidate possesses a strong analytical mindset, excellent problem-solving skills, and the ability to translate technical jargon into clear, understandable solutions for non-technical users. You will also contribute to the knowledge base, create documentation, and participate in training sessions to continuously improve the support experience. A proven track record of managing challenging customer interactions and a commitment to delivering outstanding service are essential.
Key Responsibilities:
- Providing high-level technical support to customers via email, chat, and phone.
- Diagnosing and troubleshooting complex software and hardware issues.
- Escalating unresolved issues to appropriate engineering teams with detailed documentation.
- Guiding customers through step-by-step solutions and providing clear explanations.
- Developing and maintaining a comprehensive knowledge base of common issues and resolutions.
- Creating and updating technical documentation and user guides.
- Participating in team meetings and contributing to process improvement initiatives.
- Gathering customer feedback and relaying it to product development teams.
- Ensuring timely and accurate resolution of customer inquiries.
- Mentoring junior support team members and sharing best practices.
This advertiser has chosen not to accept applicants from your region.
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6
Senior Customer Support Engineer
Posted 12 days ago
Job Viewed
Job Description
Our client, a rapidly expanding technology firm specializing in enterprise software solutions, is searching for a highly skilled and empathetic Senior Customer Support Engineer to join their fully remote, global support team. This role is pivotal in ensuring our clients receive unparalleled technical assistance and achieve maximum value from our products. You will be the frontline technical expert, diagnosing and resolving complex issues, guiding users through intricate functionalities, and contributing to the improvement of our support resources. The ideal candidate possesses a strong technical aptitude, exceptional problem-solving skills, and a passion for customer success.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support to customers via multiple channels, including email, phone, chat, and video conferencing.
- Diagnose, troubleshoot, and resolve complex software issues, escalating when necessary to engineering or product teams.
- Develop and maintain comprehensive technical documentation, including knowledge base articles, FAQs, and troubleshooting guides.
- Assist customers in the implementation, configuration, and effective use of our software solutions.
- Conduct technical training sessions for customers and internal support staff.
- Identify recurring issues and provide feedback to product development teams for improvement.
- Analyze support trends and contribute to proactive customer success initiatives.
- Maintain accurate and detailed records of customer interactions and resolutions in our CRM system.
- Act as a customer advocate, ensuring their needs are met and their experience is positive.
- Contribute to the continuous improvement of support processes and tools.
This advertiser has chosen not to accept applicants from your region.
7
Senior Customer Support Engineer
Posted 10 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and empathetic Senior Customer Support Engineer to join their global technical support team. This is a fully remote position, allowing you to assist customers and resolve complex technical issues from anywhere. The ideal candidate will possess deep technical expertise in software and hardware troubleshooting, excellent problem-solving abilities, and a passion for delivering outstanding customer service. You will be responsible for handling escalated customer inquiries, diagnosing and resolving intricate technical problems, and providing clear, concise guidance to users. This role demands patience, strong communication skills, and the ability to manage challenging customer interactions effectively in a remote setting.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat for our product suite.
- Diagnose, troubleshoot, and resolve complex software and hardware issues.
- Escalate unresolved issues to higher-level support or engineering teams with detailed documentation.
- Guide customers through product installation, configuration, and usage.
- Develop and maintain technical documentation, including FAQs, troubleshooting guides, and knowledge base articles.
- Identify trends in customer issues and provide feedback to product development teams for improvement.
- Participate in the training and mentoring of junior support staff.
- Ensure customer satisfaction by providing timely and effective solutions.
- Proactively identify opportunities to improve the customer support process and user experience.
- Stay up-to-date with product updates, new features, and relevant technologies.
- Contribute to a positive and collaborative team environment.
- Manage customer relationships and ensure timely follow-up on all support tickets.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
- Minimum of 6 years of experience in technical support, customer service, or a related role, with a focus on complex technical issues.
- Proficiency in diagnosing and troubleshooting software applications, operating systems, and network issues.
- Strong understanding of hardware components and configurations.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly.
- Exceptional problem-solving and analytical abilities.
- Customer-centric mindset with a strong commitment to customer satisfaction.
- Ability to work independently, manage time effectively, and prioritize tasks in a fast-paced remote environment.
- Experience with ticketing systems (e.g., Zendesk, Jira Service Desk) and CRM software.
- Patience, empathy, and a calm demeanor when dealing with challenging customer situations.
- Experience supporting SaaS products is a plus.
This advertiser has chosen not to accept applicants from your region.
8
Senior Customer Support Engineer
Posted 10 days ago
Job Viewed
Job Description
Our client, a rapidly expanding technology solutions provider, is seeking a highly skilled and customer-focused Senior Customer Support Engineer to join their fully remote support team. In this crucial role, you will be the primary point of contact for our clients, providing advanced technical assistance, troubleshooting complex issues, and ensuring a seamless user experience with our software products. You will be responsible for diagnosing and resolving technical problems across various platforms, documenting solutions, and contributing to our knowledge base. This position requires a deep understanding of our software suite, including its architecture, functionalities, and common use cases. You will engage with customers via multiple channels, including email, phone, and live chat, demonstrating patience, empathy, and technical expertise. The Senior Customer Support Engineer will also work closely with development and product management teams to escalate bugs, provide user feedback, and contribute to product improvements. Experience in troubleshooting software applications, database issues, and network connectivity problems is essential. You should be adept at guiding users through complex technical procedures and documenting technical issues and resolutions clearly. The ideal candidate will possess exceptional problem-solving skills, strong analytical abilities, and a passion for helping customers succeed. As a fully remote role, you must be highly self-motivated, organized, and possess excellent time management skills to effectively manage your workload and collaborate with a distributed team. This is an excellent opportunity to leverage your technical expertise and customer service skills in a challenging and rewarding remote environment.
Responsibilities:
Responsibilities:
- Provide advanced technical support and troubleshooting for software products to a global customer base.
- Diagnose, troubleshoot, and resolve complex technical issues related to software functionality, integration, and performance.
- Guide customers through technical procedures and product usage via multiple communication channels (email, phone, chat).
- Document technical issues, solutions, and create knowledge base articles for self-service support.
- Collaborate with Development and Product Management teams to report bugs, provide user feedback, and drive product enhancements.
- Manage customer escalations and ensure timely resolution of high-priority issues.
- Contribute to the continuous improvement of support processes and customer satisfaction.
- Maintain accurate and detailed records of customer interactions and issue resolution in the CRM system.
- Proactively identify potential issues and provide feedback to prevent future occurrences.
- Assist in training new support team members and sharing best practices.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field.
- Minimum of 5 years of experience in technical support, customer service, or a related role, with a focus on software applications.
- Proven experience troubleshooting complex software and system issues.
- Strong understanding of software development lifecycle, databases (SQL), operating systems (Windows, Linux), and basic networking concepts.
- Excellent analytical, problem-solving, and diagnostic skills.
- Exceptional written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Customer-centric mindset with a high degree of empathy and patience.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote setting.
- Experience with CRM software and ticketing systems.
- Proficiency in using remote support tools and collaboration platforms.
- Relevant technical certifications are a plus.
This advertiser has chosen not to accept applicants from your region.
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