remote
Technical Support Engineer II - TraceLink, Inc
Software Engineer
Seeking a Technical Support Engineer II to provide expert assistance to customers, troubleshoot complex issues, and ensure seamless operation of SaaS solutions. Requires strong problem-solving and communication skills.
About the role
Key Responsibilities
- Provide high-level technical support and troubleshooting for customer inquiries via various channels.
- Analyze and resolve complex technical issues related to the company's SaaS platform.
- Collaborate with engineering and product teams to identify and address root causes of recurring problems.
- Document technical solutions and create knowledge base articles for internal and external use.
- Manage customer escalations and ensure timely resolution of critical issues.
- Assist in the development and implementation of support processes and tools.
Requirements
- Proven experience in a technical support or customer-facing engineering role.
- Strong understanding of SaaS environments and web-based applications.
- Proficiency in troubleshooting complex technical problems and identifying solutions.
- Experience with SQL and understanding of database concepts.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly.