Support Engineer Tier 1+2
About The Position
We are building a new and dynamic support team and are looking for a highly motivated Tier 1+2 Support Engineer to join us on this exciting journey. In this hybrid role, you will handle both Tier 1 and Tier 2 responsibilities, ensuring a comprehensive and seamless support experience for our global customers.
Why to join us?
Be a key part of establishing and shaping a new support team.
Work in a collaborative, innovative environment where your contributions make a real impact.
Responsibilities
- Act as the primary point of contact for customer inquiries, managing and resolving issues from diagnosis to resolution.
- Provide Tier 1 support by troubleshooting and resolving common technical and non-technical issues.
- Handle Tier 2 responsibilities, including investigations, root cause analysis, and collaboration with internal teams for complex escalations.
- Use diagnostic tools, CRM platforms, and remote support systems to ensure timely and effective solutions.
- Help establish and refine workflows, processes, and best practices as part of a newly formed team.
- Maintain detailed documentation of incidents, resolutions, and learnings to contribute to a growing knowledge base.
- Be available for on-call support and weekend shifts as part of a 24/7 coverage model.
Requirements
- Proven experience in a technical support role that includes both Tier 1 and Tier 2 responsibilities.
- Strong troubleshooting skills with the ability to handle both straightforward and complex customer issues.
- Proficiency in CRM systems, diagnostic tools, and remote support platforms.
- Excellent communication and interpersonal skills, with a focus on delivering exceptional customer experiences.
- Comfortable working in a fast-paced, evolving environment and contributing to the foundation of a new team.
- Flexibility to work on a rotating schedule, including weekends and on-call duties.