Senior Technical Support Engineer

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Written by AI from the job title and company, not by Dice, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Senior Technical Support Engineer at Dice is responsible for delivering expert-level support to clients while collaborating with internal teams to resolve complex technical issues. This role demands an in-depth understanding of software systems and a customer-centric approach to troubleshooting. The successful candidate will be tasked with guiding less experienced support staff, performing root cause analysis, and ensuring that customer satisfaction is achieved through effective problem resolution and communication.

Job Responsibilities

• Provide expert-level technical support to clients via multiple channels including phone, email, and chat.
• Diagnose complex technical issues and develop appropriate solutions in a timely manner.
• Collaborate with engineering teams to identify, document, and escalate product defects.
• Develop and maintain comprehensive knowledge base articles and technical documentation.
• Mentor and train junior support engineers to enhance their technical skills and service delivery.
• Analyze customer feedback and trends to improve support processes and technology offerings.
• Participate in cross-functional projects to improve system performance and customer satisfaction.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• A minimum of 5 years of technical support experience in a SaaS or similar environment.
• Strong understanding of networking concepts, databases, and troubleshooting methodologies.
• Proficiency with ticketing systems and customer relationship management software.
• Exceptional communication skills, both verbal and written, with a strong focus on customer service.
• Experience working with APIs, web services, or software development is a plus.
• Technical certifications (e.g., ITIL, Cisco, CompTIA) are highly desirable.

Technologies & Tools

The Senior Technical Support Engineer will utilize a variety of technologies and tools including CRM systems, ticketing software such as Jira or Zendesk, remote desktop applications, monitoring tools, API documentation, and collaboration platforms such as Slack or Microsoft Teams. A familiarity with cloud services and data analytics tools will also be beneficial in this position.

Ideal Candidates

The ideal candidate for the Senior Technical Support Engineer position is someone who is detail-oriented, possesses strong analytical skills, and is able to thrive in a fast-paced environment. Candidates should exemplify a strong sense of empathy towards customers, exhibit resilience in resolving challenging issues, and demonstrate a commitment to continuous improvement. A proactive approach to learning new technologies and a passion for providing exceptional customer service will set the successful applicant apart from others.