Technical Support Engineer who can provide technical assistance to the customers by performing the following responsibilities :
In Depth Analysis and resolution of Escalated customer tickets
Simulate Customer Issues to find solutions and fixes to Escalated customer Issues /Enquiries
Understanding the coverage/impact of an issue
Stay in the forefront of customer communications for escalated issues
Having thorough understanding of Products and Tech Stack
Learning and mastering "New product/feature" releases
Correlating platform events, bugs, feature behaviour with the reported Customer issues
Taking customer tickets/issues towards logical conclusion
Come up with approaches for increase in Resolution SLA by means of process improvements or tool usages
Identify and provide inputs to Product/Engineering teams for recurring issues/patterns
Be a champion of Exly specific tools and troubleshooting procedure
Collaborate, work alongside and build mutually beneficial relationships with other teams (Sales, Product, Engineering).
"Be Curious" all the time to "keep exploring" newer and better ways to reduce the TAT of the issue resolution cycle.
Should have prior experience of working/technically leading Tech Support teams
Able to work independently and efficiently to meet deadlines and SLAs.
Able to promptly answer support-related phone calls, chat & emails
Self-motivated, detail-oriented and organized.
Ability to analyse, research and solve highly technical and unique problems.
Good communication & troubleshooting skills.
Innate ability to adhere to SDLC process
"Deep" Customer Empathy
Good to have
Command and understanding of Database (Ex: mysql, Postgres)
Average coding skills in any one of the languages (GO, Java, Python)
Understanding of APIs