Bangalore
Full-Time
Mid-Level: 3 to 5 years
Posted on Dec 17 2024

About the Job

Skills

Cloud Support
Technical Support
Troubleshooting
Customer Service
Technical Knowledge
Problem Solving

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

Based on idea to build next Generation Organisation and data-driven employee Insights, deliver impact and create an inspired workforce. We empower organisations via Technology Innovations and thus impact Talent Attraction, Employee Experience and Productivity. Our success is determined by ROI for the organisation and delta created in the HR Blueprint post our partnership. We create solutions th ...Show More

Industry

Human Resources Services

Company Size

11-50 Employees

Headquarter

PAN India

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