International Technical Support Engineer

International Technical Support Engineer

Roles and Responsibilities:

• Provide expert-level technical support to international customers via various channels, including phone, email, and chat.
• Diagnose, analyze, and resolve complex technical issues related to software, hardware, networks, and systems.
• Replicate customer environments and reported issues to facilitate accurate troubleshooting and resolution.
• Escalate unresolved issues to higher-tier support teams or engineering departments, ensuring clear documentation and effective communication.
• Document all technical interactions, troubleshooting steps, and resolutions accurately in the ticketing system.
• Create and update knowledge base articles to improve efficiency and self-service options for customers.
• Collaborate with product development and engineering teams to provide feedback on recurring issues and contribute to product improvements.
• Adhere to defined service level agreements (SLAs) and strive for high first-contact resolution rates.
• Stay current with the latest technologies, products, and industry trends to provide cutting-edge support.

Skills Requirement:

• Excellent

  verbal and written communication skills in English

  , with the ability to explain complex technical concepts clearly to a diverse international audience.
• Strong

  technical troubleshooting and problem-solving abilities

  .
• Experience with various operating systems (e.g., Windows, Linux, macOS) and their underlying architectures.
• Knowledge of networking concepts (TCP/IP, DNS, VPN, etc.) and troubleshooting.
• Familiarity with database concepts and querying (SQL).
• Experience with remote diagnostic tools and support software.
• Customer-focused with a strong commitment to delivering exceptional service and ensuring customer satisfaction.
• Ability to work independently and as part of a global team in a fast-paced environment.
• Prior experience in an international technical support role is highly advantageous.

QUALIFICATION:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field, or equivalent practical experience.