Support Engineer at Zinc providing tech support for user issues. Collaborating with Customer Success and Engineering teams to resolve bugs and improve processes.
About the role
- Technical Support Engineer III at Energy Solutions resolving complex customer issues and driving technical excellence. Courses for mentoring junior engineers and improving product support quality.
Responsibilities
- Manages a high volume of complex cases while balancing urgent escalations and proactive backlog reduction.
- Coordinates cross-team resources to accelerate resolution for critical or systemic issues.
- Managing and maintaining infrastructure, networks, servers, and software applications.
- Collecting, storing, managing, and analyzing large volumes of data generated from various sources within the company, ensuring data quality, security, and accessibility.
- Automating routine and manual business processes using software solutions, workflow tools, and Robotic Process Automation(RPA) to improve efficiency, reduce errors and streamline operations across departments.
- Serve as a trusted technical advisor translating complex technical findings into clear, actionable information.
- Guide and mentor Junior Technical Support Engineer through coaching, workflow support and review of troubleshooting approaches, documentation and customer communication.
- Authors detailed troubleshooting guides, runbooks and post-mortems for high-impact incidents.
Requirements
- Minimum 8 years of experience in a software product support role
- Experience supporting Cloud and API applications
- Intermediate/Advanced experience with Python scripting
- Proven ability to execute database data queries and updates
- Excellent communication and customer service skills
- Proven experience of training and mentoring junior staff
Benefits
- Excellent benefits package including medical, dental and vision insurance
- Retirement plans
- Employee Stock Ownership Plan (ESOP)
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