Technical Support Engineer

Why You’ll Love Working with Us: Along with competitive pay, we offer health insurance, generous time off, remote work flexibility, and wellness perks to support your growth and work-life balance! Key Responsibilities and Duties: 1. Customer Support Excellence: • Deliver prompt, courteous, and effective technical support to clients via various communication channels, including phone, email, and remote assistance. • Prioritize and manage support tickets to meet or exceed service-level agreements (SLAs). 2. Technical Troubleshooting: • Diagnose and resolve complex technical issues related to hardware, software, and system integration. • Collaborate with stakeholders to identify root causes, offering timely and accurate solutions. 3. Product and Service Expertise: • Maintain a comprehensive understanding of NSW product and application requirements, encompassing equipment features, functionalities, technical specifications, material knowledge, and hands-on expertise, ensuring the delivery of optimal and satisfactory application outcomes. • Stay updated on application updates, patches, and enhancements to provide comprehensive support. 4. Documentation and Knowledge Base: • Actively provide technical support reports to relevant stakeholder and maintaining effective communication in the organization to ensure high effectiveness in technical support operations and contributes to overall improvement of products and services. • Create and update technical documentation, including troubleshooting guides, FAQs, and knowledge base articles. • Develop clear and concise instructional materials for both clients and internal teams. 5. Collaboration with Cross-Functional Teams: • Collaborate seamlessly with product development engineering, quality assurance and sales teams to address application needs that contribute to create stronger market competitive advantages (CA) and product’s continuous improvement (CI). • Participate in regular meetings to discuss recurring technical issues and share insights for enhancement of NSW product & application outcome. 6. Training and Education: • Conduct training sessions for clients to enhance their understanding of product features and promote self-service troubleshooting. • Develop and update training materials to align with evolving product offerings. 7. Remote Assistance and On-Site Support: • Utilize remote support tools effectively to assist clients in real-time problem resolution. • Provide on-site support as needed, ensuring a hands-on approach for complex technical issues. 8. Quality Assurance: • Participate in the quality assurance process by testing and validating product updates, patches, and enhancements. • Report identified issues and collaborate with the development team to facilitate timely resolutions. 9. Client Satisfaction and Relationship Management: • Proactively engage with clients to gather feedback, understand their evolving needs, and address concerns. • Foster positive relationships with clients, ensuring their satisfaction and loyalty. 10. Emergency Response: • Provide on-call support for urgent technical issues or emergencies outside regular business hours. • Demonstrate flexibility and commitment to resolving critical issues promptly. Qualification and Requirements: • Bachelor's degree in Engineering, Information Technology, Computer Science, or a related field. Advanced degrees (Master's or equivalent) are often advantageous. • Minimum 2 years proven track record in technical support or a related customer-facing role experience in troubleshooting, problem-solving, and providing technical assistance. • Proficient troubleshooting skills with the ability to identify and resolve complex technical issues. • Critical thinking and analytical capabilities to diagnose problems and implement effective solutions. • Excellent verbal and written communication skills. • Ability to convey technical information clearly and concisely to both technical and non-technical audiences. • Strong interpersonal skills for effective customer interaction. • Skill in creating and maintaining technical documentation, including troubleshooting guides, FAQs, and knowledge base articles. • Ability to develop and conduct training sessions for clients to enhance their understanding of products. • Proficient in remote support tools and techniques. • A strong commitment to customer satisfaction and the ability to understand and address client needs. • Ability to adapt to changing priorities and work effectively in a dynamic environment. • Strong organizational skills to manage and prioritize support tickets and tasks efficiently. • Ability to collaborate effectively with cross-functional teams, including product development, engineering, and quality assurance.