Tier 3 Support Engineer

Job Brief

The Tier3 Support Engineer is the final escalation point for customer issues within the Support department, managing technical issues that cannot be resolved by levels 1 & 2 support staff.  The Senior Support Engineer is capable of troubleshooting and resolving the most difficult and complicated issues.  This position works closely with the Pre/Post Sales and R&D departments. The senior Support Engineer is required to provide a clear and concise communication with all forms of clients and internal peers.

Responsibilities

Primary escalation point for technical issues that cannot be resolved by Tier-1 and Tier-2 support staff

  • Responsible for advanced troubleshooting of WINT’s products and services
  • Provide training to Tier-1 and Tier-2 Support Technicians
  • Provide ‘on-site’ support where as needed. This may require some international travel
  • Responsible for escalating to R&D those issues that cannot be resolved by the support department
  • Act as a backup for Tier-2 support staff
  • Document support-related Standard Operating Processes and Procedures (SOP)
  • Maintain Service Level Agreements (SLA) on service requests
  • Accurately document and classify client requests and incidents
  • Provide courteous and professional communication with clients and internal departments

Requirements

  • Technical Degree (B.Sc or B.A) Mechanical/ Electrical Engineering / Computer Science 
  • 5+ years of experience in tech support (experience with SaaS and IoT devices an advantage)
  • Strong analytical and troubleshooting skills
  • CRM system knowledge (JIRA, SalesForce, Zendesk etc. ) – advantage
  • Excellent written and verbal skills
  • Ability to work unsupervised
  • Ability to handle multiple priorities
  • Ability to work as a team member
  • Strong client support service skills (customer service)
  • Attention to details
  • Strong organizational skills
  • Ability to think outside the box
  • Strong communication skills and excellent English (training experience in English – an advantage)  
  • Willing to travel abroad when required

Apply now

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