Technical Support Engineer (TH)

Flexible to accommodate urgent customer needs over weekends and public holidaysPerform tasks such as issues, deploying products, collecting artefacts for debuggingProvide high quality technical support by helping customers resolve issues including explaining usage, debugging failures, pinpointing problems, implementing workarounds, increasing performance, improving security, and determining root causesDocumenting all support issue details while supporting customers to ensure details are available for all relevant partiesWork cooperatively with team members to arrive at issue resolution as per Service Level Agreement before escalating to engineering teamContribute, maintain, and improve knowledge base articles, training materials, and other repositories of informationReport customer use cases, requirements, enhancement requests, and recommend fixesPractice the give and take model of knowledge and experience exchange by sharing information to the teamConstantly improving job skills through participation in product, technology, and customer service training as it is made availableParticipate in improving processes, communication, systems, etc.
Qualifications
Demonstrated Required Skills and Abilities:
Graduated with Bachelor's Degree in Computer Science or Engineering or equivalent technical experienceAble to communicate in English (written)Programming & debuggingFor Mac, Windows, Linux, iOS, or AndroidUsing one or more of C, C++, Objective-C, C#, Swift, Java, JavaScriptIn Xcode, Visual Studio, Android Studio, or EclipseAbility to troubleshoot system issuesFundamental understanding of computer architecture and low-level details of the programming languages used by the products you are supportingInterest and experience in security a great advantageAbility to work effectively with a remote team using modern, collaborative tools such as Microsoft Teams, Zoom, and WebexStrong customer service skills ability to work with customers in a manner that is professional, compassionate, and effectiveAbility to synthesize and clearly communicate complex technical issues to technical and non-technical audiences at all levels, both internally and externallyOnsite experience

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