Support Engineer

The primary responsibility of the Support Engineer is to provide high-quality technical support for Sprout's software.

Requirements

• Taking ownership of technical issues, and working with our Development team to resolve more advanced issues when necessary.
• Resolving escalated customer complaints without the need for team lead intervention
• Documenting troubleshooting and problem resolution steps
• Participation in providing training to customers as required
• Responsible for providing technical support to clients
• Provide engineering expertise to troubleshoot, modify and engineers software solutions and configuration to ensure the product performs within optimal design specification
• Investigates, debugs and reproduces issues, provides fixes and workarounds and verifies changes to ensure continued operatibility of the software.
• Highlights risk and helps in mitigating the risk from technical aspects.
• Analyzes production issues from business and the application perspective and outlines corrective actions
• Performs impact assessments of the issues and contributes to the Root Cause Analysis of critical issues
• Communicates with the Customer Support to enhance the understanding of customer problems, and verifies that an appropriate resolution has been applied
• Perform other duties as assigned by the company