Technical Support Engineer

Category: IT Services Location: Technical Support Delivery Provide technical support for SaaS and related products, resolving a wide range of customer issues within SLAs.  Perform effective triage, diagnosis, and troubleshooting of incidents, identifying root causes where possible.  Manage and resolve moderately complex technical issues independently, escalating more advanced cases as required. Customer Engagement & Communication Communicate confidently and professionally with customers and partners via written, phone, and video channels.  Provide clear explanations of technical issues and solutions to both technical and non-technical audiences.  Ensure a high level of customer satisfaction through proactive updates and reliable support. Case Management & Documentation Own and manage support cases end-to-end, ensuring timely updates, prioritisation, and resolution.  Maintain accurate and detailed case records in CRM systems (e.g. Salesforce).  Contribute to and maintain knowledge base articles and technical documentation. Collaboration & Escalation Collaborate with internal teams (e.g. engineering, product support) to resolve complex issues.  Escalate issues appropriately with sufficient investigation and context.  Support knowledge sharing within the team and assist less experienced colleagues when appropriate. Continuous Improvement & Operations Contribute to process improvements, team initiatives, and service optimisation.  Participate in training and continue to build product and technical expertise.  Effectively manage multiple priorities in a fast-paced environment.  Support crisis management processes when required.

Requirements

Skills & Competencies:Core Competencies  Strong analytical and problem-solving skills with the ability to troubleshoot independently  Customer-focused with strong interpersonal and communication skills  Ability to manage multiple tasks and prioritise effectively  Attention to detail and strong documentation practices  Proactive mindset with a commitment to continuous learning  Adaptability and openness to new tools and technologies Technical Competencies  Experience troubleshooting web-based or SaaS applications  Working knowledge of JavaScript debugging (e.g. browser developer tools)  Understanding of operating systems (Windows and/or Linux)  Knowledge of email systems and protocols (SMTP, SPF, DKIM, DMARC concepts)  Familiarity with Microsoft 365 / Exchange environments  Basic understanding of APIs (REST), JSON, XML, and SQL  Awareness of authentication methods (SSO, SAML, OAuth2)  Understanding of networking fundamentals (TCP/IP, client-server architecture)  Experience using CRM or ticketing tools (e.g. Salesforce) Desirable:  Exposure to ERP systems or system integrations  Familiarity with SaaS environments or ITIL practices Educational Requirements :  Bachelor’s degree in Information Technology, Computer Science, or a related discipline (or equivalent practical experience). Essential Experience :  Approximately 2–4 years’ experience in a technical support or similar IT role.  Experience troubleshooting application, system, or integration issues in a customer-facing environment.  Demonstrated ability to manage support cases independently and meet SLAs.  Experience working with CRM/ticketing systems and collaborating with cross-functional Details

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