Technical Support Engineer

Role Overview

strong understanding of networking and Windows OS

Responsibilities and Duties

• Advanced Technical Support: Provide Tier 1/2 technical support, diagnosing and troubleshooting complex issues related to Windows OS, networking, device drivers, and software conflicts.
• Issue Resolution: Take ownership of customer issues, replicating them in a test environment, and seeing problems through to resolution. Escalate bugs to the Engineering team with clear, detailed reproduction steps.
• Knowledge Management: Own and improve our support knowledge base (e.g., Confluence). Author and update technical documentation, SOPs, and FAQs after each product release.
• Customer Enablement: Conduct live screen-share walk-throughs and training sessions for customers to ensure they are successful with our products.
• Collaboration: Work cross-functionally with Engineering, Product, and QA teams to provide feedback, surface recurring issues, and contribute to product improvements.
• SLA Management: Ensure all support tickets are properly logged, tracked, and resolved within the specified Service Level Agreements (SLAs), maintaining a high Customer Satisfaction (CSAT) score.
  Qualifications

Mandatory:

• Experience: 2-5 years of proven experience in an IT Support, Systems Support, or Technical Support role.
• Technical Skills:
  • Strong experience in Windows systems supp