Technical Support Engineer III

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

Job Overview

The Technical Support Engineer III at CivicPlus is tasked with providing advanced technical support and solutions to our clients, ensuring a high level of customer satisfaction. This role involves diagnosing and resolving complex technical issues, collaborating with various teams to enhance product performance, and training clients on our software solutions. The Technical Support Engineer III also contributes to the development of knowledge base articles and technical documentation to assist internal and external stakeholders in effectively using our applications.

Job Responsibilities

• Provide expert-level technical support for clients, addressing inquiries and resolving issues related to our software solutions.
• Diagnose and troubleshoot complex technical problems using a variety of diagnostic tools and methodologies.
• Collaborate with cross-functional teams including development, product management, and quality assurance to escalate and resolve product defects and enhancements.
• Create and maintain technical documentation, including knowledge base articles, to improve support efficiency and client self-service options.
• Train and mentor junior support engineers, fostering a culture of continuous learning and improvement.
• Assist in the development and implementation of support processes and procedures to enhance team workflows.
• Manage client escalations and maintain ongoing relationships to ensure long-term satisfaction and retention.
• Stay current with product updates and industry trends to provide informed support and recommend best practices to clients.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years’ experience in technical support or a related role within the software industry.
• Strong understanding of software applications and troubleshooting methodologies.
• Proficiency in client interaction and exceptional communication skills.
• Experience with various operating systems, databases, and web technologies.
• Knowledge of ticketing systems and customer relationship management software.
• Certifications such as CompTIA A+, ITIL, or similar are a plus.

Technologies & Tools

The Technical Support Engineer III at CivicPlus will utilize a variety of technologies and tools, including but not limited to remote desktop software, ticketing and incident management systems (such as Jira or Zendesk), database management systems (SQL), and analytical tools for performance monitoring. Familiarity with web technologies such as HTML, CSS, and JavaScript is also essential for effective troubleshooting and support.

Ideal Candidates

Ideal candidates for the Technical Support Engineer III position will possess a passion for technology and a commitment to exceptional customer service. They should demonstrate analytical and problem-solving skills with the ability to think critically in high-pressure situations. Strong collaboration and communication skills, as well as a proactive attitude toward continuous learning and improvement, are essential qualities. Candidates should also be adaptable and resilient, displaying a willingness to tackle new challenges while maintaining a focus on delivering solutions that meet client needs.