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.

Job Overview

As a Senior Technical Support Engineer at SS&C Technologies, you will play a crucial role in providing high-level technical assistance and support for our software products. You will be responsible for diagnosing, troubleshooting, and resolving customer issues while ensuring timely and effective communication. Additionally, you will work closely with cross-functional teams to enhance the service delivery process, contributing to the continuous improvement of our technical support operations. Your expertise will directly empower our clients, ensuring optimal performance and user satisfaction.

Job Responsibilities

• Provide advanced technical support for SS&C software applications, diagnosing and resolving complex issues.
• Act as a key liaison between clients and internal development teams to communicate feedback and escalate problems when necessary.
• Develop and maintain technical documentation, including knowledge base articles and troubleshooting guides.
• Assist in the training and mentoring of junior technical support staff.
• Analyze customer data and logs to identify trends and root causes to improve support processes.
• Participate in product improvement initiatives, providing insights based on customer feedback and support interactions.
• Coordinate with QA and product management teams to ensure effective resolution of product-related issues.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• A minimum of 5 years of experience in technical support or software engineering.
• Strong knowledge of software troubleshooting techniques and methodologies.
• Proficiency in one or more programming languages (e.g., Java, C#, Python).
• Familiarity with databases (SQL) and operating systems (Windows, Linux).
• Excellent communication and interpersonal skills.
• Ability to work effectively under pressure and adapt to changing priorities.

Technologies & Tools

The Senior Technical Support Engineer will utilize a variety of technologies and tools to perform their daily responsibilities. Familiarity with customer relationship management systems (CRM), ticketing software (such as JIRA or ServiceNow), and diagnostic tools will be essential. Additionally, proficiency in remote desktop applications and monitoring software will be advantageous for troubleshooting client issues effectively.

Ideal Candidates

Ideal candidates for the Senior Technical Support Engineer position will possess a strong blend of technical expertise and customer service skills. They will be problem solvers who thrive in fast-paced environments, demonstrating a keen ability to analyze complex issues and implement effective solutions. Excellent communicators, they will be able to clearly convey technical information to non-technical stakeholders and work collaboratively with team members to enhance client satisfaction. A proactive mindset and commitment to continuous improvement will further strengthen their fit in this role.