Associate TechOps & Support Engineer

Sumerge’s Technical Support team sets new standards of customer experience. Through immense support and instant problem solving, our support engineers fulfill our customers’ desires by exploring new technology areas, products, and multi-technology solutions.

The Support team takes our deep technical expertise and tailors proficient solutions according to the clients’ needs and goals allowing them to grow and solve their biggest business challenges by getting the most out of our offerings.

Ultimately, you will be a person our clients trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Responsibilities

• Leverages support processes, systems, and tools to resolve a variety of technical problems.
• Reaches clients either via phone, email or chat with an appropriate action plan.
• Owns problems through resolution, properly escalate unresolved issues to appropriate internal teams (software developers, system admins ...etc).
• Manages, prioritizes, and responds to cases within defined SLA’s.
• Provides prompt, efficient, detailed, customer-oriented service.
• Creates and maintains problem resolution procedures.
• Ensures all issues are properly logged.
• Investigates application issues and customer-driven production problems
• Performs technical troubleshooting of issues, resolution and document the solution for issues.
• Identifies and develops tools, techniques, and procedures for improving the performance, availability, and reliability of applications
• Works with development and engineering teams to design and refine processes, procedures, and delivery mechanisms

Requirements