Support Engineer

Mid-Level Support Engineer

The Mid Support Engineer role is a critical position that provides first-level support to our valued clients, ensuring the smooth operation of our projects and products. This role involves advanced troubleshooting and requires a deep understanding of our company's offerings, along with strong technical skills. The ideal candidate will be able to handle complex support cases, guide junior team members, and collaborate with higher support levels or specialized teams to maintain client satisfaction and adhere to Service Level Agreements (SLAs).

• Handle support requests from clients, requiring intermediate knowledge of our projects and products.
• Provide comprehensive business and technical guidance and solutions to clients and end-users.
• Log all support activities, issues, and resolutions in the ticketing system with precision and clarity.
• Escalate highly complex or unresolved issues to higher support levels or specialized technical teams as needed.
• Assist in the creation and updating of support documentation and knowledge base articles.
• Maintain effective communication with clients and internal teams to ensure timely resolution and satisfaction.
• Contribute to ongoing process improvements for support services and client experience.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 2–5 years of experience in technical support, system administration, or related roles.
• Basic understanding of hardware, software, networks, and enterprise support tools.
• Strong analytical and problem-solving skills for complex troubleshooting.
• Excellent communication skills to interact effectively with clients and technical teams.
• Demonstrated ability to handle multiple support cases and prioritize effectively.
• Capable of understanding advanced product features and client-specific requirements swiftly.
• Experience with supporting enterprise-level applications or systems is a plus.