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Technical Customer Support Engineer II - UPLIGHT
Software Engineer
Technical Customer Support Engineer II responsible for first‑line support, diagnosing and resolving complex product issues, and ensuring high customer satisfaction using strong troubleshooting and problem‑solving skills in a 24/7 environment.
About the role
Key Responsibilities
- Serve as the first point of contact for customers, handling inquiries and providing timely, accurate solutions.
- Diagnose and troubleshoot technical issues across the product suite, escalating when necessary.
- Document root causes and resolution steps in the ticketing system to improve knowledge base.
- Collaborate with engineering, product, and operations teams to resolve recurring problems.
- Maintain high customer satisfaction scores through proactive communication and follow‑up.
Requirements
- Proven experience in technical support or customer‑facing engineering roles.
- Strong analytical and problem‑solving abilities with a logical, critical mindset.
- Excellent communication skills and a client‑oriented approach.
- Ability to work flexible 24/7 rotational shifts and adapt quickly to new environments.
- Willingness to learn new technologies and apply them to improve support efficiency.