Staff Technical Support Engineer

Responsibilities

• Works effectively in a mixed environment and uses best practices and knowledge of internal or external business issues to improve products or services. • Uses advanced analytical skills to solve complex problems or problems that do not have routine solutions and takes a new perspective. • Shares initial ideas for professional direction of own organisational unit. • Acts as a professional advisor and mentor for staff / workteam / taskforces. • May lead technical projects with manageable risks and resource requirements or small teams. • Provides working leadership and training to less experienced personnel. • Provides expertise and delivers advanced system troubleshooting methods like system level tracing, debug, protocol flow analysis. • Identifies, reproduces and characterises defects and collaborates promptly with R&D teams for fixes. • Leads and resolves complex situations derived from technical activities such as software upgrade, audit, equipment swap, network expansion, multi-vendor issues, acceptance testing, feature testing, tailored technical support, end-to-end performance improvement, etc. • Interacts with customer for complex cases, providing workarounds, etc. • Ensures SLAs are met for escalated cases. • Leads the Root Causes Analysis (RCA) analysis and report creation. • Complies with the requirements as per the emergency process role and ensures quick recovery for issues categorised as critical outages and code red. • Supports technical activities in early product phases (releases, pilots, trials and early projects). • Creates and approves knowledge articles (author, reviewer, approver, coach). • Communicates internally and externally with customers, R&D and 3rd party vendors. • Creates technical documents and guidelines. • May work as a key user for care tools. • Performs system level product competence training and knowledge transfer across team.

Qualifications