Technical Support Engineer II

About the Role

Our client is looking for a skilled Technical Support Engineer II to join their expanding technical support department in Manchester . In this role, you will be responsible for providing advanced technical assistance to clients experiencing issues with our software products. You will diagnose complex problems, implement effective solutions, and contribute to improving the overall customer support experience. This position offers a great chance to work with cutting-edge technology and play a key role in maintaining high levels of customer satisfaction in a dynamic, hybrid work environment.

Key Responsibilities

• Diagnose and resolve complex technical issues reported by customers for software products.
• Provide detailed technical guidance and support to Tier 1 support agents.
• Document all technical issues and resolutions accurately in the ticketing system.
• Collaborate with the R&D team to identify product bugs and provide feedback for future development.
• Develop and maintain technical documentation, including troubleshooting guides and user manuals.
• Contribute to the continuous improvement of support processes and tools.

Requirements

• 3-5 years of experience in technical support or a similar role.
• Strong understanding of operating systems (Windows, macOS, Linux) and networking concepts.
• Proficiency in diagnosing and resolving software application issues.
• Excellent analytical and problem-solving abilities.
• Strong written and verbal communication skills.
• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent work experience.

Benefits

• Competitive salary based on experience.
• Hybrid work arrangement with flexibility.
• Access to cutting-edge technology and professional training.
• Comprehensive health insurance package.
• Opportunity to work in a collaborative and innovative team in Manchester .