Nice Côte d'Azur

Nice Côte d'Azur promotes tourism in the Nice Côte d'Azur region, offering resources for exploring the area and organizing weekend getaways that blend coastal and mountain experiences, while also providing interactive exploration games and multimedia c...

Hotels, Restaurants & Leisure

Consumer Discretionary

Founded 1960

132 open positions

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Senior Technical Support Engineer

2 hours, 20 minutes ago

United Kingdom

Full-time

Senior

Technical Support Engineer

Customer and Technical Support

Agile HTTP MySQL Oracle SFTP SQL SQL Server TCP/IP

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Nice Côte d'Azur

Hotels, Restaurants & Leisure

Founded 1960

View All Jobs 132

Description

Provide advanced technical support to customers across phone, online, chat, and email channels.
Analyze logs, traces, packet captures, and other diagnostic data to determine root cause of issues.
Own customer communications for troubleshooting efforts and keep internal and external stakeholders informed.
Mentor colleagues on communication, troubleshooting, process, product knowledge, case work, and KCS best practices.
Drive complex and escalated cases to resolution while meeting SLA response and resolution targets.
Proactively manage assigned cases and queue work based on severity, priority, and technical fit.
Open, monitor, and coordinate incidents with third-party providers and internal stakeholders.
Create, update, and maintain knowledgebase articles and other training resources using KCS methodology.
Identify, document, and report software, design, reliability, and maintenance issues to the appropriate teams and work with R&D on resolution.
Improve procedures, processes, and team performance through coaching, debate, documentation, and best-practice sharing.

Requirements

5+ years of experience in a technical customer service role, preferably technical support.
At least 3 years of experience with SaaS, telecommunications, contact centre software, networking technologies, scripting, load balancers, proxies, firewalls, and relational databases.
Strong technical, analytical, and problem-solving skills for complex, high-pressure, multi-platform, multi-vendor environments.
Excellent written and verbal communication skills with the ability to capture detailed notes during customer conversations.
Ability to manage time, prioritize effectively, and remain composed in an interrupt-driven, stressful environment.
Proven ability to create, use, and update knowledgebase resources.
Proven ability to drive escalated customer problems to resolution using internal and external resources.
Ability to collaborate across Product Management, R&D, QA, Professional Services, and Executive/Senior Management teams.
Understanding of contact centre business operations, market trends, networking technologies, and telecommunications architecture such as PBX, carriers, and VoIP.
Bachelor’s degree in computer science, Business Information Systems, Networking, or a related field, or equivalent work experience.
Preferred: ability to troubleshoot VoIP, telephony/telecom technologies, DS3, Ethernet, OC-X, 1+, and toll-free services.
Preferred: experience in a technical support role in a software or telecommunications environment.
Preferred: experience with workforce management software and/or outbound dialer systems.
Preferred: web services and API knowledge.
Preferred: competence in database and SQL concepts.

Benefits

Remote work designation (#LI-Remote).
Opportunity to work in an individual contributor role with a director-level reporting line.
Chance to work on complex, high-impact customer issues in a global software company.
Exposure to cross-functional collaboration across Product, R&D, QA, Professional Services, and senior leadership.

Interested in this position?

Apply directly on the company website

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