Customer Technical Support Jobs

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Support Engineers (SE) serve as frontline technical resources for customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

Responsibilities:

• Responsible for the customer support experience

• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)

• Identify cases that require escalation (either technically or strategically)

• Create and maintain incident management requests to product group or engineering group

• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience

• Provide ramp activities, knowledge sharing, technical coaching and mentoring

• Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)

• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific

Required/Minimum Qualifications:

• 3+ years technical support, technical consulting experience, or information technology experience

OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience.

• Experience in any RDBMS or an understanding of general RDBMS concepts would be considered a plus.

• Experience with any NoSQL database systems like Mongo DB, Cassandra DB, etc.

• A preferred candidate would have some knowledge of the program eco system

Additional or Preferred Qualifications:

• Adaptability, flexibility and the ability to do the right thing under pressure and tight deadlines.

• Great interpersonal and communication skills-both oral and written-and success in partnering with groups inside and outside of the company.

• A self-motivated and independent thinker that shows initiative and routinely translates circumstances and understanding into actions that move the business forward in a measurable manner.

• Ability to distil, prioritize and act on feedback from a variety of sources.

• Conviction and courage to drive decisions and defend positions as appropriate.

• Strong customer service skills, accurate and logical problem solving, and communication skills, plus the ability to excel in a team environment is essential

• Strong troubleshooting skills of complex technical issues involving multiple technologies

• Collaborative and inclusive mindset

• Ability to handle high pressure situations well, while maintaining calm and composure in stressful situations is a must.

• Strong ability to lead, perform, and deliver results in high pressure situations with multiple parties involved

• Ability to handle multiple customer issues and effectively balance your priority need.