remote
Technical Support Engineer Edge Network / Night Shift - name
Software Engineer
Seeking a Technical Support Engineer for an Edge Network night shift role. Responsibilities include handling customer inquiries, providing technical consultations, and resolving complex issues via chat, email, and phone.
About the role
Key Responsibilities
- Handle customer and internal user requests via chat, email, and occasionally phone calls in English.
- Provide consultations regarding our products and services in Edge Network.
- Conduct technical diagnostics to resolve issues and gather information about customer and user incidents.
- Escalate issues to higher levels of technical support when necessary.
- Address complex technical issues and provide timely, effective solutions, considering the impact on customers' business operations based on internal documentation.
- Identify patterns and trends in technical issues and suggest improvements to prevent reoccurrences, sharing knowledge and expertise with other team members.
Requirements
- Experience in technical support or a similar customer-facing role.
- Familiarity with Edge Network concepts and technologies.
- Proficiency in English for communication.
- Ability to perform technical diagnostics and troubleshooting.
- Willingness to work night shifts.
Skills
customer supportcommunicationproblem solving