Senior Technical Support Engineer
Core
Senior Technical Support Engineer providing solutions-focused support for software, hardware, and networking issues, serving as a key technical point of contact for customers.
Role type
Senior IC Technical Support Engineer
Builds
Customer support resolutions and product feedback loops
Domain
SaaS / Software / IT Support
Deliverable
client delivery
Required skills
technical troubleshooting, research, problem-solving, CRM platform management, Microsoft Office proficiency, written and verbal communication, conflict resolution, time management, adaptability, collaboration
Preferred skills
SaaS environment experience, bachelor's degree in a technical field
Technologies
Salesforce, Microsoft Office
Responsibilities
Serve as initial point of contact for customer requests via phone, email, and chat; diagnose technical problems across hardware, software, and networking; maintain ownership of customer cases; escalate complex issues to internal teams; document interactions and resolutions in case management systems; produce statistical and help desk reports; collaborate with development teams on defects and improvements; participate in software and hardware testing; create and maintain knowledge base content.
Seniority
Senior, hands-on IC
