Technical Support Engineer

JOB DESCRIPTION :

Job Title : Technical Support Engineer (NO C2C)

Location : Orlando , FL (Onsite)

Duration : 12 Months contract with possible extension

Key Responsibilities :

What you get to do in this role :

The Technical Support Engineer will be responsible for managing and resolving the most challenging issues for the platform. This role combines business and technical expertise with excellent communication and organizational skills where you will be doing pro-active work as well as providing tactical engagement on critical issues. You will collaborate with internal teams to ensure our customers are successful with platform. This includes being the last point of escalation within technical support to drive them to closure and the ability to use application / platform knowledge to actively engage and assist customers and other engineers in need of assistance on complex issues.

Your responsibilities :

• Provide guidance on prioritizing and creating efficient workflows to keep up with workload.
• Maintain and display excellent queue and case management skills.
• Perform Case quality Checks to ensure cases are staying on track.
• Learn & Deliver training on the new products.
• Actively engage in cross-functional interlock with internal stakeholders (Engineering, Product Success, Readiness managers) on betterment of the product
• Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.
• Personal commitment to quality and customer service.
• Frontend browser debugging experience required.

In addition, the Technical Support Engineer addresses documentation and coding gaps using his / her knowledge to help support engineers as well as customers achieve their business goals; while working directly with others to help resolve their issues, you will ensure all issues are vetted before reaching the engineering team. The ideal candidate for this position is an engineer with a strong background in some of Java, JavaScript, database technologies, with strong troubleshooting skills. We are looking for individuals who can successfully diagnose the entire technology stack, enjoy helping others and have strong communications skills to resolve technical issues as quickly as possible.