Technical Support Engineer (Remote)

Job Role: We are looking for a smart Technical Support Engineer to provide enterprise-level support to our customers. This technician will provide support via phone, web, email, chat and other channels as required. Responsibilities: Take ownership of customer issues reported and see problems through to resolution Research, diagnose, troubleshoot and identify solutions to resolve customer issues Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams Provide prompt and accurate feedback to customers Ensure proper recording and closure of all issues Prepare accurate and timely reports Document knowledge in the form of knowledge base tech notes and articles Follow the SLA for issues with respect to the severity. Requirements: BS degree in Information Technology, Computer Science or equivalent Proven working experience in enterprise technical support, IT support or as a technical engineer Deep knowledge in the product that the technician is supporting. Strong problem-solving skills Excellent client-facing skills Excellent written and verbal communication skills .