Managed Services Support Analyst providing IT support to customers globally. Troubleshooting technical issues and ensuring high customer satisfaction through effective communication.
About the role
- Technical Support Engineer III at Energy Solutions resolving complex customer issues and driving technical excellence. Collaborating with cross-functional teams and mentoring junior engineers in a hybrid work environment.
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.
- Automating routine and manual business processes using software solutions, workflow tools, and Robotic Process Automation(RPA).
- Serve as a trusted technical advisor translating complex technical findings into clear, actionable information.
- Guide and mentor Junior Technical Support Engineer through coaching and workflow support.
- 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
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
- Employee Stock Ownership Plan (ESOP)
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