Senior Technical Support Engineer, CX
Core
Resolving escalated software issues for customer contact centers to mitigate financial risks and enhance solution value.
Role type
Senior Technical Support Engineer (CX)
Builds
Restored service and improved customer satisfaction for contact center clients
Domain
Customer Experience (CX) Software / Contact Center Technology
Deliverable
client delivery
Required skills
Advanced troubleshooting, log and packet capture analysis, SQL scripting, data/metric analysis, SaaS architecture knowledge, relational database management, root cause analysis, SLA management, technical account management
Preferred skills
Telecommunications knowledge, networking expertise, KCS certification
Technologies
SaaS platforms, relational databases, SQL, packet capture tools, log analysis tools
Responsibilities
Analyze logs, traces, and packet captures to resolve complex technical issues; Mentor colleagues on troubleshooting and product knowledge; Drive process improvements to enhance efficiency; Manage customer relationships and collaborate with Technical Account Managers; Ensure cases progress according to SLA targets; Provide real-time training and support to colleagues
Seniority
Senior, hands-on IC