OverviewA technical support engineer provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.Job Duties: Serve as front line contact for external customers by answering technical support telephone calls and emails Answer questions and troubleshoot issues related to use of SaaS software applications Act as an advocate for the customer and effectively communicate feedback to and from the members of our product development, product management etc. in a very clear and concise method Take ownership of technical issues from initial report to final resolution Assist internal groups with technical issues and inquiries Set up test environments to verify reported software bugs and record in our issue tracking system - Jira Communicate clearly and concisely with customers in written and verbal form, and maintain accurate and timely records on our ticket tracking system – Salesforce Create support documentation to be used internally as well as for customers Meet individual case management, SLA and C-SAT goals Proactively monitor the customer’s environment by running reports and activity logs and product usage to identify application issues that prevent customers from achieving system supported business objectives Maintain customer support call communications in our CRM application - Salesforce Help expand the knowledge base towards self-serving customers by producing relevant, accurate documentation like FAQs, User manuals, Installation guides etc Effectively train customers on Avalara product(s) Should be able to write basic database queries and troubleshoot customer issues Be open to accept additional responsibilities assigned to meet the deadlines Perform related duties as assigned by Supervisor Maintain compliance with all company policies and proceduresQualifications Education - BE, MCA, MCS. 3+ years’ experience, providing direct technical support to external customers by phone and electronically Excellent problem-solving skills and ability to navigate challenging situations, in a professional manner Proven ability to effectively communicate both orally and written Business communication, with individuals of varying technical skills and abilities Work collaboratively with willingness to listen and work in fast paced challenging environment Excellent organizational skills, with the ability to prioritize, manage, multi-task and execute cross-functionally.Preferred QualificationsConversant with working with XML Conversant with API Database knowledge Knowledge of Sales Tax (VAT & Use Tax) Experience in ERP Domain Experience with Product based company Experience with SaaS based solutions Critical thinking Experience of tracking tools like Salesforce & Atlassian Jira
Job Title
Technical Support Engineer