Position Summary:
The Technical Support Engineer III provides technical assistance, troubleshooting, and problem resolution to customers who encounter issues with software, hardware, or technology products. This role involves diagnosing and resolving technical problems, offering guidance on product usage, and ensuring customer satisfaction. Technical Support Engineers play a crucial role in maintaining positive customer relationships and contributing to the overall success of the product or service.
Essential Duties and Responsibilities:
The essential functions include, but are not limited to the following:
o Provide first-level contact to customer inquiries, requests, and technical issues via various communication channels to convey resolutions to customer issues
o Provide timely and effective solutions to customer problems, ensuring a high level of customer satisfaction.
o Maintain a professional and courteous demeanor when interacting with customers.
o Diagnose and resolve technical issues related to products, software, or services.
o Utilize problem-solving skills to analyze and identify root causes of problems and provide solutions or workarounds.
o Collaborate with other technical teams and engineers to escalate and resolve complex issues and deliver effective solutions.
o Handle escalations from Tier 1 Support Team.
o Be a strong collaborator, a part of a small team, that touches every part of the company.
o Help hundreds of leading e-commerce companies ship and track packages.
Minimum Education & Experience Qualifications:
o Bachelor’s Degree in computer science, information systems, information technology, coding certification through a coding bootcamp.
o 5+ years of related experience or master’s degree and 3+ years of related experience, or equivalent related work experience.
o Proficient in at least one programming language (Python, Ruby, Go, JavaScript, C# or similar)
o Understanding of RESTful APIs, and interpreting requests/responses.