Technical Support Engineer (Software / Application) - WFH US Time Zone

About The Client

A global leader in intelligent workflow automation solutions in 32 countries, serving 25,000+ global customers.

Job Purpose

The Application Support Engineer is responsible for providing business critical technical support. In addition, the position requires frequent interaction with Product Development and Consulting Services, to deliver complete, comprehensive solutions and constant software and process improvement. In the role of Application Support Engineer you will be providing telephone and/or Web based support.

Key Responsibilities

• Take ownership of customer issues and see problems through to resolution and provide enterprise level technical support to our customers via phone, web, and email and other support channels as required.
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use, design and configuration.
• Provide prompt and accurate feedback to customers.
• Effectively communicate complex technical issues to a broad range of customers and departments such as product management, software engineering, sales, and quality assurance.
• Mentor and provided advice to Associate Technical Support Engineers and other Technical Support Engineers as needed.
• Take issues elevated from Associate Technical Support Engineers as needed and directed by management.
• Elevate customer issues to senior support engineers as needed, providing detail description of problems along with steps taken to analyze the problem.
• Use approved protocol to communicate with Development engineers on the analysis of software issues.
• Elevate hot fix requests to support managers for processing based on approved protocol.
• Participate in regular support team meetings.
• Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents.
• Prepare test systems for replication of user issues.
  
  

Job Requirements

• A bachelor’s degree in computer science, computer information systems or related experience.
• A minimum of 2 to 5 years providing enterprise level technical support experience.
• Must be willing to work Permanent Night Shift
• Must be willing to work in US Time zone and follow USA Holiday
• MUST be well verse in Window Server Or Window Installation support
• MUST be able to do SQL Scripting
• Expert in Software troubleshooting
• Experience in Database SQL
• Experience in Window Administrative such as setting up software installation in a window environment
• Knowledge in Enterprise / Application escalation – Trauma coordination
• Experience setting up test cases to test various issues
• Experience with network software diagnostic tools, such as Wireshark and Fiddler.
• Familiarity with Windows diagnostic tools, such as Process Monitor and Event Viewer.
• Knowledge of and experience with Microsoft Office (Word, Excel, Visio, PowerPoint).
  
  

Please be informed that only shortlisted candidate will be notified.

Kindly contact Ms. Jamie via WhatsApp at 012-2389953 or via email at [email protected] if you need further information