5 Senior Technical Support Engineer jobs in whatjobs
Senior Technical Support Engineer
Posted 19 days ago
Job Viewed
Job Description
Our client is seeking an experienced Senior Technical Support Engineer to join their dynamic and entirely remote customer service team. In this pivotal role, you will be the primary point of contact for complex technical issues, providing high-level support and ensuring customer satisfaction across a diverse range of our products and services. You will leverage your deep technical knowledge and exceptional communication skills to diagnose, troubleshoot, and resolve challenging problems, ultimately enhancing the customer experience and contributing to product improvement.
Responsibilities:
Responsibilities:
- Provide advanced technical support to customers via multiple channels, including email, chat, and video conferencing, in a fully remote capacity.
- Diagnose and resolve complex hardware, software, and network-related issues reported by customers.
- Escalate critical issues to engineering and product teams, providing detailed and actionable information.
- Develop and maintain comprehensive technical documentation, knowledge base articles, and troubleshooting guides.
- Train and mentor junior support staff, sharing expertise and best practices for remote support.
- Analyze support trends and customer feedback to identify recurring issues and suggest product improvements.
- Proactively identify potential problems and implement preventative solutions.
- Manage and prioritize support tickets, ensuring timely and efficient resolution according to service level agreements.
- Participate in on-call rotations to provide 24/7 support when necessary.
- Collaborate effectively with remote team members across different time zones.
- Contribute to the continuous improvement of support processes and tools in a remote-first environment.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent industry experience.
- Minimum of 5 years of experience in a technical support or helpdesk role, with a proven track record of handling complex issues.
- In-depth knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Strong analytical and problem-solving skills, with the ability to think critically under pressure.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Demonstrated ability to work independently and collaboratively in a fully remote setting.
- Experience with scripting languages (e.g., Python, PowerShell) is a plus.
- Certifications such as CompTIA A+, Network+, or ITIL are advantageous.
- A passion for customer service and a commitment to delivering exceptional support experiences.
This advertiser has chosen not to accept applicants from your region.
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Senior Technical Support Engineer
Posted 19 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and experienced Senior Technical Support Engineer to join their dedicated customer service team in **Mombasa, Mombasa, KE**. This is a critical role responsible for providing advanced technical assistance and resolving complex issues for our client's diverse customer base. You will act as a primary point of escalation for challenging technical problems, requiring in-depth knowledge of our client's products and services. Your responsibilities will include troubleshooting hardware and software issues, diagnosing system malfunctions, and providing timely and effective solutions. You will also be responsible for documenting technical solutions, creating knowledge base articles, and training junior support staff. The ideal candidate will possess exceptional problem-solving abilities, strong analytical skills, and a deep understanding of IT infrastructure and network environments. You must be able to communicate technical information clearly and concisely to both technical and non-technical audiences. A customer-centric approach and a commitment to delivering outstanding support experiences are essential. You will work closely with engineering and product development teams to identify root causes of recurring issues and contribute to product improvement. This position requires a proactive attitude, the ability to work under pressure, and a dedication to meeting and exceeding customer expectations. The role involves direct interaction with customers, both remotely and potentially on-site, requiring excellent interpersonal skills and a professional demeanor. Your expertise will be crucial in maintaining high levels of customer satisfaction and loyalty. A passion for technology and a continuous desire to learn and expand your technical knowledge are key attributes for success in this role. Join a dynamic team that values innovation and customer success.
Responsibilities:
Responsibilities:
- Provide advanced technical support and troubleshooting for complex customer issues.
- Diagnose and resolve hardware, software, and network problems.
- Escalate and manage issues requiring specialized expertise or vendor involvement.
- Develop and maintain comprehensive technical documentation and knowledge base articles.
- Train and mentor junior technical support staff.
- Collaborate with engineering and product teams to identify and resolve product defects.
- Manage customer relationships and ensure timely resolution of inquiries.
- Perform root cause analysis for recurring technical issues.
- Contribute to the improvement of support processes and tools.
- Ensure adherence to service level agreements (SLAs) and customer satisfaction goals.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in technical support or systems administration.
- Proven expertise in troubleshooting complex IT systems, networks, and applications.
- Strong knowledge of operating systems (Windows, macOS, Linux), network protocols, and cybersecurity principles.
- Excellent analytical and problem-solving skills.
- Exceptional communication and customer service skills.
- Ability to explain technical concepts to non-technical users.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Relevant certifications (e.g., CompTIA A+, Network+, CCNA) are a plus.
- Ability to work independently and as part of a team in a fast-paced environment.
This advertiser has chosen not to accept applicants from your region.
1
Senior Technical Support Engineer
Posted 19 days ago
Job Viewed
Job Description
Our client is looking for a highly skilled Senior Technical Support Engineer to provide advanced technical assistance and ensure customer satisfaction in a fully remote capacity. This role requires a deep understanding of complex software and hardware systems, excellent problem-solving skills, and the ability to communicate technical information clearly to both technical and non-technical users. You will be responsible for troubleshooting intricate issues, developing solutions, and contributing to the improvement of support processes and documentation.
Key Responsibilities:
Qualifications:
This fully remote position, with an initial focus in Mombasa, Mombasa, KE , offers a competitive salary and the opportunity to make a significant impact. Join our client's dedicated support team and help ensure our customers receive exceptional technical assistance.
Key Responsibilities:
- Provide high-level technical support to customers via remote channels (phone, email, chat, remote desktop).
- Diagnose and resolve complex technical issues related to software, hardware, and network configurations.
- Escalate unresolved issues to appropriate internal teams, providing detailed documentation and clear action plans.
- Develop and maintain comprehensive troubleshooting guides, knowledge base articles, and FAQs.
- Analyze support trends and identify areas for product or service improvement.
- Train and mentor junior support staff on technical issues and best practices.
- Contribute to the development and implementation of new support tools and processes.
- Ensure timely and effective resolution of customer inquiries, maintaining high levels of customer satisfaction.
- Participate in product testing and provide feedback from a support perspective.
- Build strong relationships with customers by providing consistent and reliable support.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent experience).
- 5+ years of experience in a technical support or helpdesk role, with a focus on advanced troubleshooting.
- Strong knowledge of operating systems (Windows, macOS, Linux), networking protocols (TCP/IP, DNS, DHCP), and common software applications.
- Experience with CRM or ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent analytical and problem-solving skills with a methodical approach.
- Superior communication, interpersonal, and customer service skills.
- Ability to manage multiple priorities and work effectively under pressure in a remote setting.
- Experience supporting enterprise-level software or hardware solutions is highly preferred.
- Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are a plus.
This fully remote position, with an initial focus in Mombasa, Mombasa, KE , offers a competitive salary and the opportunity to make a significant impact. Join our client's dedicated support team and help ensure our customers receive exceptional technical assistance.
This advertiser has chosen not to accept applicants from your region.
2
Senior Technical Support Engineer
Posted 11 days ago
Job Viewed
Job Description
Our client is seeking a highly experienced Senior Technical Support Engineer to provide advanced technical assistance to their customer base. This is a fully remote position, enabling you to deliver world-class support from the convenience of your home. You will be responsible for troubleshooting complex technical issues, diagnosing software and hardware problems, and providing timely and effective solutions. The ideal candidate will have a deep understanding of our client's products and services, excellent problem-solving skills, and a passion for customer satisfaction. You will also contribute to the knowledge base and provide training to junior support staff.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support to customers via remote channels (phone, email, chat).
- Diagnose and resolve complex hardware and software issues.
- Escalate unresolved issues to appropriate internal teams and follow through to resolution.
- Document all support interactions and technical solutions accurately.
- Contribute to the creation and maintenance of knowledge base articles and FAQs.
- Identify recurring issues and provide feedback for product improvement.
- Mentor and guide junior technical support representatives.
- Participate in on-call rotations as needed.
- Stay current with product updates and new technologies.
- Ensure high levels of customer satisfaction.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in technical support or a similar role.
- In-depth knowledge of operating systems, networking, and common software applications.
- Proven ability to troubleshoot and resolve complex technical problems.
- Excellent communication, interpersonal, and customer service skills.
- Experience with remote support tools and ticketing systems.
- Ability to work independently and manage time effectively in a remote setting.
- Strong analytical and problem-solving skills.
- Certification in relevant technologies (e.g., CompTIA A+, Network+, Microsoft Certified) is a plus.
- Experience in a specific industry relevant to our client's products is highly desirable.
This advertiser has chosen not to accept applicants from your region.
3
Senior Technical Support Engineer
Posted 5 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled Senior Technical Support Engineer to join their established, fully remote customer service team. In this critical role, you will be the primary point of contact for complex technical issues, providing expert-level support to a global customer base. You will troubleshoot intricate software and hardware problems, guide users through solutions, and contribute to the improvement of support processes and documentation. This position requires a deep technical acumen, exceptional problem-solving abilities, and outstanding communication skills to effectively diagnose and resolve issues remotely. You will also play a key role in escalating issues, collaborating with engineering teams, and ensuring customer satisfaction. The ideal candidate thrives in a fast-paced, remote environment and possesses a strong commitment to delivering superior technical assistance.
Responsibilities:
Responsibilities:
- Provide advanced technical support to customers via multiple channels (e.g., email, chat, phone, remote sessions).
- Diagnose, troubleshoot, and resolve complex technical issues related to software, hardware, and network configurations.
- Document technical problems and solutions clearly and concisely in a knowledge base.
- Escalate unresolved issues to appropriate engineering or development teams, providing detailed information.
- Guide and mentor junior support staff, sharing technical expertise and best practices.
- Analyze support trends to identify recurring issues and recommend product or process improvements.
- Develop and maintain technical documentation, including FAQs, troubleshooting guides, and user manuals.
- Collaborate with product management and engineering teams to advocate for customer needs and provide feedback.
- Ensure timely and effective resolution of customer issues, aiming for high satisfaction rates.
- Proactively identify potential issues and provide preventative solutions.
- Stay up-to-date with product updates, new features, and relevant technologies.
- Contribute to the continuous improvement of support tools and workflows in a remote setting.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support, helpdesk operations, or a similar role.
- Proven expertise in troubleshooting a wide range of technical issues, preferably within the client's industry.
- Strong understanding of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
- Experience with remote support tools and technologies.
- Excellent diagnostic and problem-solving skills.
- Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Ability to work independently and manage workload effectively in a remote environment.
- Customer-centric mindset with a passion for helping others.
- Experience in ITIL best practices is a plus.
- This is a fully remote position. While the support network is global, the role is integrated with the operational hub in Mombasa, Mombasa, KE , requiring an understanding of regional technological demands.
This advertiser has chosen not to accept applicants from your region.
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