Technical Support Engineer

About the Role

Our client is looking for a highly skilled Technical Support Engineer to join their innovative team in Manchester . This role is dedicated to providing expert-level technical assistance to clients encountering complex software and hardware challenges. You will be at the forefront of diagnosing and resolving intricate technical problems, ensuring minimal disruption to client operations. This is a fantastic opportunity for a technically adept individual who enjoys deep-dive problem-solving and contributing to a robust, reliable product experience. You will play a key role in supporting our user base remotely, ensuring their success with our cutting-edge solutions.

Key Responsibilities

• Diagnose, troubleshoot, and resolve complex technical issues reported by customers across various platforms.
• Provide detailed technical guidance and support via remote channels, including email, phone, and video conferencing.
• Document technical solutions, workarounds, and best practices for internal and external knowledge bases.
• Collaborate with engineering and product teams to identify root causes of recurring issues and advocate for product improvements.
• Manage and prioritize a queue of technical support tickets, ensuring timely and effective resolution within service level agreements.
• Conduct remote training sessions for clients on product usage and troubleshooting techniques.

Requirements

• 3-5 years of experience in technical support or a similar engineering role.
• Strong understanding of operating systems, networking, and common software applications.
• Experience with scripting languages (e.g., Python, Bash) is a plus.
• Excellent analytical and problem-solving abilities with a meticulous attention to detail.
• Effective remote communication and customer service skills, suitable for supporting clients from Manchester .

Benefits

• Competitive salary package with performance incentives.
• Fully remote working arrangement for greater flexibility.
• Comprehensive health, dental, and vision insurance coverage.
• Generous holiday allowance and paid sick leave.
• Professional development opportunities and access to training resources.