Solutions Support Engineer-L2

Here are some key aspects of the role: Responsibilities 1. Technical Support Responsible for\ftechnical\fcustomer support experience within the Elixr products Own, troubleshoot, and solve customer technical issues using collaboration, troubleshooting best practices, and transparency within and across teams Identify cases that require escalation (either technically or strategically) Create, maintain, and coordinate incident management requests to product or engineering Design and implement solutions that scale the support offering through automation Participate in on-call rotation for after-hours, holiday, and weekend support coverage Collaboration with Development Teams : Working closely with product development, engineering, and IT teams to resolve product-related issues and improve solutions. Incident Management : Coordinating the investigation and resolution of critical incidents, ensuring minimal downtime and disruption to the business. Be flexible to work in different shifts which would span across Global business hrs. 2. Solution Implementation and Support Solution Implementation : Ensuring the successful deployment of products or services to clients, helping to customize solutions as necessary. Customer Support : Providing support to customers, troubleshooting, and resolving issues related to the implementation of technical solutions. Documentation : Creating and maintaining technical documentation, including troubleshooting guides, knowledge base articles, and support resources for customers. 3. Problem Resolution Root Cause Analysis : Identifying the root cause of recurring issues and working towards long-term solutions. Performance Monitoring : Monitoring and assessing the performance of systems to ensure that solutions are operating optimally. 4. Communication and Client Management Client Interaction : Interfacing with customers to understand their issues, understand their needs, provide updates, and manage expectations. Cross-Functional Communication : Bridging the gap between technical teams and non-technical stakeholders, ensuring effective communication and understanding. 5. Continuous Improvement Feedback Loop : Gathering feedback from clients and support engineers to help improve the solution, support processes, or product features. Training and Development : Continuously improving the skills of the support team and ensuring that the team is well-versed with the latest technologies, solutions, and tools. 6. Technical Skills and Qualifications