Tier III Support Engineer

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

Job Overview

uMotif is seeking a skilled and motivated Tier III Support Engineer to join our dynamic technical support team. The ideal candidate will play a critical role in troubleshooting and resolving complex technical issues faced by our customers. You will work closely with cross-functional teams, enhance product performance, and ensure customers have a seamless experience with our software solutions. Your expertise will directly contribute to customer satisfaction and retention, serving as an escalation point for Tier II support issues while also providing guidance and input to improve our support methodologies.

Job Responsibilities

• Act as the primary point of contact for escalated technical support issues from Tier II engineers.
• Diagnose and resolve complex software and hardware problems, maintaining documentation for all cases.
• Collaborate with product development teams to address bugs and implement enhancements.
• Provide training and knowledge-sharing sessions to Tier I and II support teams.
• Monitor and analyze support metrics to identify areas for process improvement.
• Engage directly with clients to understand their requirements and provide effective solutions.
• Participate in on-call support rotation as needed.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years experience in technical support or systems engineering roles.
• Strong knowledge of troubleshooting methodologies and technical problem-solving skills.
• Expertise in at least one programming/scripting language such as Python, Java, or C#.
• Proficiency in database management and queries (e.g., SQL).
• Excellent communication and customer service skills.
• Ability to work autonomously and as part of a team in a fast-paced environment.

Technologies & Tools

As a Tier III Support Engineer at uMotif, you will regularly use various technologies and tools including ticketing systems (such as Jira or Zendesk), monitoring tools, and collaboration platforms (such as Slack and Microsoft Teams). Proficiency in cloud services (e.g., AWS, Azure) is desired, along with familiarity with CI/CD pipelines and version control systems like Git. You will also engage with data analysis tools to evaluate support metrics and customer feedback.

Ideal Candidates

The ideal candidates for this position will exhibit strong analytical and problem-solving skills, with a proactive approach to identifying and resolving customer issues. They will possess a keen attention to detail and an ability to thrive in a fast-paced, emotion-driven environment. Additionally, excellent interpersonal skills and a genuine passion for leveraging technology to improve customer experiences are essential. As a team player, they will be eager to contribute to team goals and collaborate effectively with diverse teams across the organization.