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Senior Support Engineer

Senior Support Engineer

BlackStone eITEG
22 منذ أيام
نوع الوظيفة
  • Quick Apply
الوصف الوظيفي
  • Serve as a senior point of contact for customer inquiries, technical issues, and support requests.
  • Provide L1 / L2 technical support and troubleshooting.
  • Diagnose and troubleshoot software and hardware issues, both independently and in collaboration with the development team.
  • Ensure that RCA provided / documented for each critical incident.
  • Provide timely and effective solutions to complex customer problems, ensuring their satisfaction and success.
  • Mentor and provide guidance to junior support engineers, assisting in their professional development.
  • Document and track support tickets, issues, and resolutions in a CRM or support ticketing system.
  • Assist customers with product installations, configurations, and updates.
  • Offer training to customers on how to effectively use our software products.
  • Collaborate with cross-functional teams, including developers and QA engineers, to address and resolve customer issues.
  • Identify trends in customer support requests and work to improve product usability and customer experience.
  • Stay up to date with product knowledge and updates to provide accurate and helpful assistance.

    • Requirements

    • Bachelor’s degree in computer science, Information Technology, or a related field.
    • Minimum of 5 years of experience in technical support, help desk, or a similar role.
    • Strong understanding of software and hardware products and the ability to troubleshoot technical issues.
    • Good knowledge about infrastructure, networking, security, servers, DB, application servers, virtualization, cloud computing, etc.
    • Excellent communication and interpersonal skills to interact effectively with customers.
    • Familiarity with customer support tools , Ticketing systems and CRM systems.
    • Proven leadership abilities and experience mentoring junior support engineers.
    • Strong problem-solving and analytical skills.
    • Patience, empathy, and a customer-centric mindset.
    • Ability to work independently and as part of a team.
    • Excellent communication, Email and teamwork skills.
    • Detail-oriented and committed to delivering high-quality results.
    • Fluent English / Arabic level is required, both spoken and written.
    • Good understanding of SQL.
    • Experience with MS Azure, AWS or Google Cloud will be a plus.
    إنشاء تنبيه وظيفي لهذا البحث

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