Sr. Technical Support Engineer

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

Position Overview

The Senior Technical Support Engineer at SS&C Technologies will serve as a critical link between our clients and the technical teams, ensuring the highest level of customer satisfaction through proactive problem solving, effective communication, and technical expertise. This role involves diagnosing and resolving complex technical issues, mentoring junior staff members, and contributing to the product development process by providing feedback on user experiences and technical challenges faced by clients. The ideal candidate will be adept at working in a dynamic environment, collaborating with cross-functional teams, and will possess a strong understanding of our technology stack and software solutions.

Job Responsibilities

• Diagnose and troubleshoot complex technical issues reported by clients, ensuring prompt resolution and customer satisfaction.
• Provide detailed technical support and guidance via various communication channels, including phone, email, and chat.
• Collaborate with development and product teams to relay client feedback and suggest enhancements to product functionalities.
• Develop and implement training resources and documentation to assist clients in utilizing our software solutions effectively.
• Mentor and support junior technical support engineers, enhancing team skills and knowledge base.
• Participate in on-call rotation to provide after-hours technical support as needed.
• Analyze support data and create reports to identify recurring issues and areas for improvement.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• A minimum of 5 years experience in a technical support role, preferably within the financial services or software industry.
• Strong troubleshooting skills with a proven ability to resolve issues under pressure.
• Excellent communication skills, both written and verbal, with a focus on client relations.
• Experience with ticketing systems and customer relationship management (CRM) software.
• Knowledge of programming languages and technologies such as SQL, .NET, Java, or similar frameworks.
• Ability to work independently and collaboratively across teams.

Technologies & Tools

The Senior Technical Support Engineer will utilize various technologies and tools, including but not limited to customer support ticketing systems (e.g., Zendesk, Jira), remote support software (e.g., TeamViewer, LogMeIn), SQL databases for querying and troubleshooting, as well as programming languages like Java and .NET for deeper technical analysis and issue resolution. Familiarity with software development tools and collaboration platforms such as Git and Confluence will also be beneficial in this role.

Ideal Candidates

Ideal candidates for the Senior Technical Support Engineer position will be proactive problem solvers who exhibit strong analytical skills and possess a client-centric mindset. They will demonstrate patience and professionalism when addressing client concerns, ensuring that solutions are thoroughly understood. A passion for technology and a continuous desire to learn will set them apart, as will their ability to work in a fast-paced environment while managing multiple tasks. Strong interpersonal skills and the capacity to collaborate effectively with various teams are essential to foster productive working relationships and drive customer success.