Tier 2 Support Engineer
Tier 2 Support Engineer 8
Applications
8
Applications
About the Job
Skills
Position Overview:
As a Tier 2 Support Engineer, you will handle complex customer issues and enhance support operations across all teams.
This role requires a strong technical background, exceptional problem-solving skills, and the ability to collaborate with various departments to resolve intricate technical challenges.
You will play a pivotal role in improving support processes, contributing to product development, and ensuring an exceptional customer experience.
Key Responsibilities:
● Advanced Technical Support: ○ Serve as an escalation point for Tier 1 Support, handling complex and high-impact customer issues. ○ Utilize deep technical knowledge of VergeCloud’s product portfolio to troubleshoot and resolve medium to high complexity issues.
● Customer Interaction: ○ Respond to customer inquiries promptly, ensuring resolution within established SLAs. ○ Communicate eectively with customers, translating complex techn
○ Communicate eectively with customers, translating complex technical concepts into clear, understandable language.
● Collaboration & Partnerships: ○ Work closely with Engineering and Product teams to reproduce bugs, develop test environments, and implement solutions. ○ Develop partnerships with internal teams to enhance product functionality and support capabilities
. ● Process Improvement: ○ Provide direct feedback to Support Management for product and process improvements. ○ Contribute to the development and enhancement of support processes, ensuring eiciency and eectiveness.
● Knowledge Management: ○ Create and maintain detailed documentation, including knowledge base
Requirements:
● Educational Background: ○ Bachelor’s Degree in Computer Science, Engineering (Computer), or a related eld.
● Experience: ○ 3-5 years of experience in technical support roles, preferably within the CDN, cloud security, or edge computing sectors.
● Technical Skills: ○ Strong technical expertise in networking, cloud technologies, SaaS systems, and software troubleshooting. ○ Comfortable interfacing with engineers and translating complex technical concepts for diverse audiences.
● Soft Skills: ○ Excellent customer service and interpersonal skills with the ability to inuence and collaborate across the organization. ○ Exceptional written and verbal communication skills, capable of bridging the gap between technical and non-technical stakeholders.
About the company
Industry
Human Resources Services
Company Size
11-50 Employees
Headquarter
PAN India
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