Senior Technical Support Engineer - Tier 3

Job Description

Our client, a rapidly growing SaaS company, is seeking a highly skilled and experienced Senior Technical Support Engineer to join their elite Tier 3 support team. This role is critical for resolving complex technical issues, providing in-depth product expertise, and ensuring exceptional customer satisfaction. As a fully remote position, you will work collaboratively with a global team of support professionals, contributing to the success of our client's innovative software solutions from anywhere in the United States.

The ideal candidate will possess a profound understanding of software troubleshooting, network diagnostics, and system administration. You will be responsible for tackling the most challenging customer problems, escalating issues when necessary, and contributing to the knowledge base with detailed solutions and workarounds. This role requires a proactive approach to identifying recurring issues, providing feedback to product development teams, and developing best practices for technical support.

Key Responsibilities

• Provide advanced technical support to customers, resolving complex software and system issues.
• Diagnose and troubleshoot intricate problems across various platforms and environments.
• Escalate unresolved issues to engineering or development teams with comprehensive documentation.
• Develop and maintain technical documentation, including troubleshooting guides, FAQs, and knowledge base articles.
• Analyze support trends and identify root causes of recurring issues, providing feedback to product management.
• Collaborate with cross-functional teams (Sales, Engineering, Product Management) to ensure customer success.
• Mentor junior support staff and share technical expertise.
• Participate in on-call rotations to provide 24/7 support coverage.
• Contribute to the improvement of support processes and tools.
• Stay current with product updates and new technologies relevant to customer issues.

Qualifications

• Bachelor's degree: in Computer Science, Information Technology, or a related field; equivalent practical experience considered.
• Experience: Minimum of 5 years of experience in a Tier 3 technical support or equivalent role.
• Expertise: Strong expertise in operating systems (Windows, Linux, macOS), networking protocols (TCP/IP, DNS, HTTP), and databases.
• Scripting languages: Experience with scripting languages (e.g., Python, Bash) is a plus.
• Skills: Excellent problem-solving, analytical, and critical-thinking skills.
• Communication: Outstanding communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical users.
• Management: Proven ability to manage multiple priorities and work effectively under pressure in a remote environment.
• Experience: Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).

Opportunity

This is an exceptional opportunity to join a leading technology firm and make a significant impact on customer success, working remotely with support responsibilities for clients of our partner, located in Washington, D.C., US.