2 Senior Technical Support Engineer Remote jobs in whatjobs
Senior Technical Support Engineer - Remote
Posted 20 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled Senior Technical Support Engineer to provide expert-level assistance to their global customer base. This fully remote role requires a deep understanding of complex technical systems and a passion for problem-solving. You will be the primary point of contact for escalated technical issues, working closely with engineering and product teams to resolve challenging customer problems. The ideal candidate will have a proven history of delivering exceptional customer service, troubleshooting advanced software and hardware issues, and mentoring junior support staff. This is an excellent opportunity to join a dynamic tech company and contribute to its success from anywhere.
Responsibilities:
Qualifications:
This remote role offers a competitive salary, excellent benefits, and the opportunity to grow your career with a leading technology firm. Join our collaborative and innovative team and make a real impact on our customers' success.
Responsibilities:
- Provide advanced technical support and troubleshooting for complex software and hardware issues via various channels (phone, email, chat, remote sessions).
- Diagnose, troubleshoot, and resolve escalated customer issues in a timely and efficient manner.
- Document technical solutions, create knowledge base articles, and contribute to internal and external technical documentation.
- Collaborate with development, QA, and product management teams to identify root causes of issues and advocate for product improvements.
- Reproduce and test complex technical problems to aid in diagnosis and resolution.
- Train and mentor junior technical support engineers, sharing expertise and best practices.
- Manage customer escalations and ensure customer satisfaction throughout the resolution process.
- Participate in on-call rotation to provide 24/7 support coverage as needed.
- Identify trends in customer issues and provide feedback to the product team for future development.
- Contribute to the continuous improvement of support processes and tools.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support, customer service, or a related IT role, with at least 2 years in a senior or lead capacity.
- In-depth knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
- Experience troubleshooting complex enterprise-level software or hardware solutions.
- Excellent analytical and problem-solving skills, with a methodical approach to troubleshooting.
- Strong communication and interpersonal skills, with the ability to explain technical concepts clearly to both technical and non-technical users.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Ability to manage time effectively and prioritize tasks in a fast-paced, remote environment.
- Experience with scripting languages (e.g., Python, PowerShell) is a plus.
- A strong commitment to customer satisfaction and a proactive attitude.
This remote role offers a competitive salary, excellent benefits, and the opportunity to grow your career with a leading technology firm. Join our collaborative and innovative team and make a real impact on our customers' success.
This advertiser has chosen not to accept applicants from your region.
0
Senior Technical Support Engineer - Remote
Posted 11 days ago
Job Viewed
Job Description
Our client is seeking a proactive and highly experienced Senior Technical Support Engineer to join their globally distributed, remote-first team. This role is critical in providing advanced technical assistance and problem resolution for our client's cutting-edge software products. You will be responsible for troubleshooting complex technical issues, guiding customers through intricate solutions, and contributing to the knowledge base with detailed documentation. The ideal candidate possesses exceptional diagnostic skills, a deep understanding of software architecture, and a passion for delivering outstanding customer experiences.
Key Responsibilities:
Required Qualifications:
Key Responsibilities:
- Provide Tier 2 and Tier 3 technical support to customers via email, chat, and video conferencing, addressing complex software-related issues.
- Diagnose, troubleshoot, and resolve intricate technical problems, often involving deep dives into system logs, database queries, and network configurations.
- Escalate unresolved issues to engineering teams with comprehensive documentation and clear reproduction steps.
- Develop and maintain technical documentation, including knowledge base articles, FAQs, troubleshooting guides, and user manuals.
- Proactively identify trends in customer issues and provide feedback to product development and QA teams for continuous improvement.
- Mentor and train junior support staff, sharing best practices and technical expertise.
- Participate in product beta testing and provide feedback on new features and functionalities.
- Collaborate with cross-functional teams (Sales, Product, Engineering) to ensure seamless customer experience.
- Contribute to the improvement of support processes and tools to enhance efficiency and effectiveness.
- Maintain high levels of customer satisfaction through timely, accurate, and empathetic support.
Required Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field, or equivalent practical experience.
- A minimum of 5 years of experience in technical support, customer service, or a related IT role, with a focus on software troubleshooting.
- Demonstrated expertise in diagnosing and resolving complex software issues across various operating systems (Windows, macOS, Linux).
- Proficiency in scripting languages (e.g., Python, Bash) is highly desirable.
- Familiarity with cloud platforms (AWS, Azure, GCP) and database technologies (SQL, NoSQL) is a strong plus.
- Excellent analytical and problem-solving abilities.
- Outstanding communication and interpersonal skills, with the ability to explain technical concepts to both technical and non-technical audiences.
- Proven 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 remote support tools.
- A proactive and customer-centric mindset.
This advertiser has chosen not to accept applicants from your region.
Be The First To Know
About the latest Senior technical support engineer remote Jobs in Nairobi !
1