Technical Support Engineer

Job Description

The Technical Support Engineer will provide technical assistance to customers using enterprise software, integration, API, cloud, and platform solutions. The role involves investigating product issues, identifying root causes, and providing timely and effective resolutions. The engineer will work closely with customers, development teams, QA, and product specialists to resolve complex technical problems. Strong troubleshooting, communication, documentation, and customer-service skills are essential for success in this position.

Key Responsibilities:

Provide technical support to customers through defined support channels.
Investigate application, integration, API, configuration, and platform issues.
Analyze system logs, error messages, traces, and technical information.
Reproduce reported problems in appropriate test environments.
Identify root causes and recommend effective solutions or workarounds.
Escalate complex product issues to engineering and development teams.
Maintain accurate records of customer incidents and resolutions.
Communicate technical findings clearly to customers and internal teams.
Monitor support cases and ensure timely resolution according to SLAs.
Create knowledge-base articles, troubleshooting guides, and technical documentation.
Participate in product troubleshooting and technical review sessions.
Identify recurring problems and recommend product or process improvements.