Job description

Our client is seeking a highly skilled and customer-focused Senior Technical Support Engineer to join their fully remote team. This role is essential for providing advanced technical assistance and ensuring client satisfaction with their suite of cloud-based software solutions. You will be responsible for troubleshooting complex technical issues, diagnosing system problems, and delivering timely and effective solutions to a global customer base. The ideal candidate will possess deep technical knowledge of cloud computing environments, operating systems, networking, and application support, coupled with exceptional communication and problem-solving abilities. This is a remote-first position, requiring excellent self-management and the ability to collaborate effectively with distributed teams. Key responsibilities include: Providing Tier 2 and Tier 3 technical support for a wide range of cloud-based products and services. Diagnosing, troubleshooting, and resolving complex customer-reported issues related to software functionality, integration, and performance. Analyzing system logs, error messages, and performance metrics to identify root causes of technical problems. Escalating critical issues to engineering and development teams with detailed technical information and reproduction steps. Developing and maintaining comprehensive technical documentation, knowledge base articles, and troubleshooting guides. Assisting customers with product configuration, implementation, and best practices for optimal usage. Conducting remote training sessions and webinars for customers on product features and technical troubleshooting. Collaborating with product management and engineering teams to provide feedback on product issues and feature enhancements. Monitoring system health and performance, proactively identifying and addressing potential issues. Managing multiple support cases simultaneously while maintaining high standards of service quality and response times. Contributing to the continuous improvement of support processes and tools. Participating in on-call rotation as needed to provide 24/7 support. Qualifications required: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. 5+ years of experience in technical support or a similar customer-facing technical role, preferably with SaaS or cloud solutions. Strong understanding of cloud computing concepts (AWS, Azure, GCP) and related technologies. Proficiency in diagnosing and troubleshooting issues across various operating systems (Windows, Linux) and web technologies. Excellent knowledge of networking protocols (TCP/IP, HTTP, DNS) and security concepts. Experience with scripting languages (e.g., Python, Bash) for troubleshooting and automation is a plus. Demonstrated ability to analyze complex technical problems and provide effective solutions. Exceptional communication, listening, and interpersonal skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences. Proven ability to work independently and manage time effectively in a remote work environment. Experience with ticketing systems (e.g., Zendesk, Jira Service Desk) and remote support tools. Strong customer advocacy and a passion for delivering outstanding service. Join our client's thriving remote team and help shape the future of their customer support operations, offering unparalleled assistance from anywhere in the world.

Requirements