Customer Success Engineer – Tier 2

Responsibilities

• Handling more complex technical issues that have been escalated from Tier 1.
• Conducting thorough analysis to identify the root causes of technical problems.
• Working closely with Tier 1 support and other departments for issue resolution.
• Providing guidance and training to Tier 1 support to enhance their problem-solving skills.
• Updating and maintaining internal knowledge bases and documentation.

Requirements

• 3+ years of experience or SME/Tier 2 level in similar positions such as technical support, helpdesk representative, desktop support, IT service management preferred.
• Deep/advanced understanding of technical issues and diagnostic abilities
• Hands-on experience with company-specific tools and technologies
• Clear communication with customers and team members
• Ability to explain complex concepts in simple terms.

Core Competen...