SR. SUPPORT ENGINEER

As a Senior Support Engineer, you play a critical role in maintaining customer satisfaction by effectively resolving client tickets in a timely, cost-efficient, and high-quality manner. Your position is integral to ensuring smooth product operations and enhancing the capabilities of the support team through knowledge sharing and continuous improvement. Key Responsibilities: - Troubleshoot and resolve client tickets through detailed analysis and application of product support techniques, ensuring adherence to defined service level agreements. - Develop and deliver training programs for new team members to enhance their skills in product support and operational processes. - Facilitate knowledge transition sessions during project enhancements, ensuring smooth handover of information and practices to support teams. - Document and maintain comprehensive records of support processes, troubleshooting methods, and issue resolution procedures to ensure consistency and knowledge retention. - Stay updated on emerging technologies and product developments related to support operations to enhance service delivery and problem-solving capabilities. Qualification Required: - Strong understanding of product support processes and methodologies at L1, L2, and L3 levels. - Familiarity with ticketing systems and support tools. - Basic knowledge of IT operations and infrastructure. - Excellent communication and interpersonal skills for effective customer interaction and team collaboration. Certification: - ITIL Foundation Certification is recommended but not mandatory. - Optional certifications in relevant product support technologies are valuable for this role. No additional details of the company were provided in the job description.,