Technical Support Engineer providing second - line iD Cloud support for North America at Nedap Retail. Collaborating with global teams and troubleshooting complex technical issues.
About the role
- Senior Technical Support Engineer resolving complex technical issues at Aera Technology. Leading cross-functional teams and developing training programs for support staff while improving product processes.
Responsibilities
- Investigate and resolve novel, ambiguous, and system-wide issues
- Lead cross-functional teams to resolve critical, high-impact customer incidents
- Design, document, and deliver formal technical training programs
- Analyze product architecture and support data to identify long-term solutions
- Represent the support organization in product roadmap and architecture review
- Set the technical standard for support organization tickets quality
- Develop and roll out new diagnostic tools and troubleshooting guides
- Act as the primary technical lead for the highest-level incidents
Requirements
- 5-7+ years of experience in technical support, DevOps, or software engineering
- Expert-level knowledge of the product's architecture, database structure, and underlying technologies
- Experience with code-level debugging
- Proven ability to lead complex, cross-functional projects from inception to completion
- Exceptional communication and influence skills
Benefits
- competitive salary and company stock options
- comprehensive medical
- Group Medical Insurance
- Term Insurance
- Accidental Insurance
- paid time off
- Maternity leave
- unlimited access to online professional courses
- professional and personal development programs
- flexible working environment
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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