Technical Support Engineer

Key Responsibilities:

1. Customer Support and Troubleshooting:

• Provide timely and effective technical support to customers via phone, email, chat, or ticketing systems.
• Diagnose and resolve hardware, software, network, or system issues related to the company s products or services.
• Guide customers through problem-solving steps and configuration settings.
• Document all interactions, troubleshooting steps, and solutions in the ticketing system.
• Escalate complex issues to senior engineers or development teams as necessary.

2. Product Knowledge and Documentation:

• Maintain thorough understanding of the company s products, features, and technical architecture.
• Create and update technical documentation, FAQs, and knowledge base articles to assist customers and internal teams.
• Provide input to product teams on common issues and user feedback.

3. Collaboration and Continuous Improvement:

• Work closely with engineering, development, and QA teams to resolve bugs, implement fixes, and improve product quality.
• Participate in team meetings and training sessions to stay updated on new products and technologies.
• Suggest process improvements to enhance support efficiency and customer experience.

4. Training and Customer Education:

• Conduct training sessions or webinars for customers on product features and best practices.
• Assist in onboarding new customers by providing technical guidance.
• Develop and distribute user guides and troubleshooting resources.