Service & Support Engineer supporting global customers with broadcast control solutions. Collaborating with regional teams to resolve technical issues in a 24/7 support setup.
About the role
- Tier II Technical Support Specialist at Accelo enhancing customer experiences through expert-level technical support and problem-solving in professional services management.
Responsibilities
- Deliver exceptional technical support to customers and partners by resolving inquiries and issues.
- Serve as the go-to resource for advanced technical solutions and troubleshooting.
- Diagnose and resolve issues, particularly related to third-party integrations (e.g., email, accounting platforms, RMMs).
- Collaborate with developers to log, prioritise, and resolve bugs and enhancement requests in JIRA.
- Partner with the Customer Success team to provide direct support via tickets, email, phone, and chat.
- Offer technical insights to optimise client account configurations and usage.
- Lead improvements in processes by turning custom solutions into repeatable processes.
- Act as a subject matter expert for key integrations (e.g., QuickBooks, HubSpot, HiBob, Okta).
- Train internal teams and customers on new features, integrations, and best practices.
- Monitor and maintain vendor platform integrations by testing and managing accounts.
- Conduct product and integration testing before market release.
Requirements
- Has 2+ years experience in a technical support role, including but not limited to supporting APIs, Workato, DataDog, SQL, XML, Log Analysis, and JSON.
- Analytical, proactive, and resourceful with a track record of tackling complex technical challenges.
- Skilled at explaining technical concepts to non-technical audiences.
- Dedicated to providing exceptional client support with a passion for educating and empowering others.
- A team player with the ability to juggle multiple responsibilities while maintaining a sense of urgency and fun.
Benefits
- Quarterly Performance Bonuses
- Hybrid Work Model
- Life Events Program
- Employee Assistance Program
- Pet-Friendly Office
- Quarterly Employee Recognition Awards
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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