Technical Support Engineer - Quadient

At Quadient , we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes.

Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other.

It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels.

Supporting our customers is the backbone of this position. By assisting our Customer Success team as they troubleshoot integration issues during rollouts and maintenance/issue calls, you will help bridge the knowledge gap between our customers and our software.

As part of the Level 4 Support team, you will work closely with other TSEs to troubleshoot, identify and fix bugs and resolve both code and data-based customer issues as they arise. You will also work closely with DevOps and Level 3 Support as they coordinate on long-term customer data maintenance, archiving, and report generation.

Learn! The TSEs gain valuable experience in problem solving and are provided with a unique, real-world perspective on the way our customers interact with our software. At Quadient we deeply value self-growth, and there are opportunities every day to gain knowledge through work with the application itself and directly from your fellow engineers.

The Technical Support Engineer is responsible for handling the most complex and impactful customer issues escalated by our Customer Support and Success teams:

• Qualify, triage and prioritize tickets to determine the best course of action.
• Troubleshoot technical issues related to the Quadient AP software.
• Independently resolve complex tickets to meet customer needs.
• Share progress updates with stakeholders in a clear and organized manner.
• Consistently follow through on commitments and deliver high-quality work.
• Analyze data to identify root causes of a problem, suggest and implement solutions.
• Share knowledge and provide support to colleagues and other teams.
• Proactively seek out opportunities for learning and improving inefficiencies.
• You are a junior-level engineer who is comfortable being on video calls, or a customer support representative with a passion for development.
• You are committed to the customers’ success and make this part of all your decisions.
• You are personable and a great communicator. Explaining technical concepts to non-technical people is a core part of the job and you excel at it.