Technical Support Engineer IRC300798

Description

Requirements

• Bachelor’s degree in Computer Science or a related discipline and/or equivalent 0-1 years of troubleshooting experience on the following: Preferred GCP experience Cloud or hybrid cloud environments Willingness to work from office in a 24×7 shift environment Basic knowledge of AIML, Chatbots, LLMs, Gen AI Strong customer support capabilities Excellent communication skills Proven troubleshooting skills Ability to empathize with customers and handle issues with care

Job responsibilities

• Engage with customers via email or chat or phone to diagnose, resolve their issues and track support queries. Address customer-specific architectural design requirements, offering targeted solutions for specific products or product features, ensuring tailored and effective responses. Ensure speedy response and resolution times, consistently meeting or exceeding our Service Level Objectives (SLOs). Maintain exceptional customer satisfaction scores, adhering to high-quality standards in 90% of cases. Utilize advanced troubleshooting tools and techniques to pinpoint the root cause of issues and provide customers with clear, comprehensive assessments. Document and classify internal queries, problems, and preventative actions, contributing to thorough retroactive analysis and continuous improvement. File detailed issue reports to Engineers, assist in building comprehensive documentation and procedures, document desired behavior, reproduce steps, and suggest code-level solutions for complex product bugs.

What we offer