Technical Support Engineer resolving customer issues for Orb's usage - based billing platform. Collaborating with Customer Success, Product, and Engineering teams to enhance customer support experience.
About the role
- Senior Technical Support Engineer at Energy Solutions resolving complex customer issues and driving technical excellence across the support organization. Enjoy a hybrid work environment with strong team collaboration.
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. Acts as a quality gate for knowledge base accuracy, ensuring documentation is complete, technically sound and usable by all support tiers.
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
- Compensation is commensurate with experience and includes a generous retirement package.
- Energy Solutions provides an excellent benefits package including medical, dental and vision insurance,
- Other pre-tax contribution plans
- Employee Stock Ownership Plan (ESOP).
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