Site Support Engineer providing hands - on application training and technical support at project sites for Passive Fire Protection products. Focused on troubleshooting for EPCs and Recognized Applicators in Dubai.
About the role
- Technical Support Engineer responsible for troubleshooting customer inquiries and ensuring platform usage. Working across teams to resolve bugs and enhance customer experience.
Responsibilities
- Respond to customer inquiries/ reported bugs received via tickets to ensure their continued access & usage of the Sprinklr platform
- Troubleshoot technical issues to provide timely & accurate resolution to the customer/any other stakeholder raised issues, bugs, concerns etc
- Identify platform gaps/issues, while investigating and analyzing customer-reported issues to identify the root cause and provide effective solutions
- Ensure quality resolution to avoid escalations from customers and reopening of issue tickets
- Assume responsibility for developing detailed knowledge about specific products & to stay up to date with the latest releases, new features etc
- Collaborate with cross-functional teams, including developers, quality assurance engineers, and product managers, to resolve complex issues and provide feedback for product improvement
- Escalate critical issues to cross functional teams to ensure quick resolution and coordinate with the product development team on bug fixes
- Capturing development areas for product improvement and drive interlocks with product managers and engineering
- Ensure that the customers/ ticket requestors are educated, and understand the solution provided in the ticket if the issue is longstanding or needs explanation or would benefit the customer experience
- Create and maintain detailed documentation , such as knowledge base articles, FAQs, and troubleshooting guides, to assist customers and support colleagues in resolving common issues efficiently
- Conduct testing and quality assurance activities to identify and report product defects or potential areas for improvement
- Analyse support processes, identifying areas for improvement, and implementing solutions to enhance the overall customer experience and optimize support operations
- Assist Customers to seamless use our platform , while meeting all requirements and fulfilling expectations regarding the ticket resolution
- Be at the forefront in case of customer escalation, if any, and do RCA, and ensure customer sentiment is maintained positively
- Share learning with the team and take corrective actions as deemed necessary
- Ensure that the SLAs, ticket resolution times are met on time, while multitasking on different tickets and coordinating with Account team/Customer/Engineering team
Requirements
- Excellent written and verbal communication skills
- Strong technical background with advanced computer skills
- Strong analytical and problem-solving skills
- Ability to work independently and as a member of a team
- Ability to work effectively to meet the SLAs and juggle several tickets/priorities simultaneously
- Passion for solving customer concerns and commitment to client delight
- A drive to dig into the details of a system or process to solve customer problems
- Zeal to learn and constantly upgrade skills in a fast-changing work environment
- Ability to think on your feet and remain calm under pressure
- Self-motivated, takes initiative, assumes ownership
- Ability to work in a highly collaborative and fast-paced environment
- Strong teamwork - willingness and ability to get help from team members when required
- Experience in Web technologies, CRM or SaaS platforms and/or digital marketing experience in social platforms
- Experience coding or scripting in one or more of JavaScript, Python, Java, Node
- Understanding of data storage technologies/databases such as MongoDB, MySQL, etc
- Understand & excel in deciphering technical aspects like Graylogs, Kibana, API Browser, Query Executor, Restricted Curls, Runner Logs
Benefits
- voluntary healthcare coverage in countries where applicable
- paid time off to recharge and spend time with loved ones
- comprehensive suite of benefits designed to help each member of our team thrive
- open Mentoring Program is designed to create meaningful connections that support growth
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
Divisional Pricing Analyst supporting pricing strategies and competitive analysis for Motion Ai. Collaborating with teams to drive profitability and optimize pricing in the industrial automation sector.
Technical Support Engineer providing remote technical support services at NTT DATA. Identifying and resolving technical incidents while maintaining service level agreements.
Senior Product Support Specialist at Caterpillar specializing in optimizing product serviceability and quality assurance. Collaborating with dealers and design teams to resolve technical challenges efficiently.
Analista de Soporte de Sistemas manejando soporte técnico y administración de sistemas en Latinoamérica. Trabajando con herramientas como CRM, 3CX, y HubSpot.
IT Support Engineer providing advanced technical support and managing Microsoft environments for a managed IT services provider. Collaborating with clients and team members to resolve escalated issues successfully.
Senior Product Support Engineer at CodeRabbit resolving complex technical challenges for AI - driven code review platform. Bridging AI technology and customers to enhance software development efficiency.
Senior Analyst responsible for Oracle HCM Cloud configuration and support, focusing on techno - functional tasks. Collaborating with stakeholders to enhance business processes and system designs.
Site Support Analyst providing IT support for daily production targets in GM's manufacturing plants. Ensuring safety and quality standards while interacting with various levels of staff.
Manufacturing Site Support Analyst providing IT support to ensure production targets are met at GM. Overseeing end - user devices and collaborating with various production teams at manufacturing plants.