Technical Support Engineer

Key Responsibilities:

Technical Troubleshooting & Support:

• Provide technical assistance to customers via phone, email, chat, or remote support tools.
• Diagnose and resolve software, hardware, and network issues efficiently.
• Assist users in installing and configuring systems, applications, and hardware.
• Collaborate with developers and engineers to resolve complex technical problems.

Customer Assistance & Training:

• Guide customers through step-by-step troubleshooting processes.
• Educate users on best practices and system usage to minimize future issues.
• Create and update user manuals, FAQs, and support documentation.

System Monitoring & Maintenance:

• Monitor system performance and proactively identify potential issues.
• Conduct routine maintenance and software updates to ensure optimal performance.
• Test and evaluate new technology solutions to enhance system reliability.

Incident & Issue Management:

• Log, track, and resolve support tickets within SLA timelines.
• Escalate unresolved technical issues to higher-level support teams when necessary.
• Analyze recurring issues and suggest process or product improvements.

Collaboration & Reporting:

• Work closely with product development, IT, and customer service teams.
• Provide feedback on product improvements based on user experiences.
• Maintain detailed records of customer interactions and technical solutions.