OPSWAT is searching for a Tier 2 Technical Support Engineer to diagnose and resolve complex technical issues and escalated issues from tier 1 support, ensuring customer satisfaction through timely responses.
Requirements
- Handle complex technical issues and escalated ones from tier 1 support via phone, case system, and chat.
- Provide advanced troubleshooting and support for OPSWAT solutions via log analysis, system diagnostics, network configurations.
- Conduct remote sessions with customers.
- Reproduce customer issues in lab environments and validate solutions and bug fixes.
- Evaluate the complexity of issues and escalate to tier 3 support.
- Collaborate with Tier 1 and Tier 3 support well.
- Work closely with technically oriented customers (typical customers are engineers and IT personnel).
- Provide status updates to customers, adhering to SLA and commitments.
- Maintain clear and professional communication to ensure positive customer experience and CSAT
- Contribute to the KBs creation and updates for customer’s self-service.
- Mentor L1 support and contributes to support process improvement.
- Get involved in professional delivery services.
- Get involved in other side projects and operations per request.
