Tier 3 Support Engineer

The Tier 3 Technical Support Engineer is the final escalation point within the Technical Support Organization. Technical issues that cannot be resolved by levels 1 & 2 support staff are escalated to the Tier 3 Technical Support Engineer. This Engineer is capable of troubleshooting and resolving the most difficult and complicated issues. This position works closely with QA, DevOps Team, Product Management, and R&D. The Tier 3 Engineer is the escalation point for technical support issues globally.
 
 
⦁ Ability to demonstrate strong analytical and problem-solving skills.
⦁ Possesses strong customer relation skills.
⦁ Ability to handle multiple priorities.
⦁ Perform in an effective and timely manner all the tasks required.
⦁ Work as a member of the Technical Support team and with other departments (i.e. R&D, PM) to exceed the company customer’s expectations for technical support.
⦁ Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions.
⦁ Represent the company in a professional manner, especially when providing online support.
⦁ Methodically resolve the more difficult and complex production issues reported by customers and partners.
⦁ Excellent written communication and verbal skills, as well as strong listening skills.
⦁ Must speak fluent English
 
EDUCATION and/or EXPERIENCE:
⦁ The ideal candidate will have a minimum of 5 years experience in providing technical support to global customers using SAAS platform and Cloud infrastructure, assisting with integration and product related queries automation controls.
⦁ Must have in-depth knowledge of various Microsoft Windows and Linux Operating systems, MS and MySQL database, LAN/WAN Networking and IT Network Operations experience.
⦁ Must have Knowledge of internet protocols, JavaScript, NodeJS, Python, HTML & CSS.
⦁ Experience utilizing debugging tools and lab simulations to analyze problems and identify solutions.
⦁ Ability to logically troubleshoot software issues to determine the root cause and present suggested workarounds and solutions.
⦁ Proven support experience as well as exhibiting professional client facing skills.
⦁ BS degree in Information Technology, Computer Science or relevant field
⦁ Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus