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Senior Technical Support Engineer
Lightcast, Italy
Experience
1 Year
Salary
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Feb 16, 2023
Last Date
Mar 16, 2023
Location(s)
Job Description
Lightcast is a trusted advisor on labor market information for customers across a wide array of markets. We build SaaS products that combine many different kinds of workforce data to accurately inform our clients’ decisions about college course offerings, hiring, site selection, economic development, and much more. We need an experienced developer to join us in producing premier software tools for understanding labor market data.
We are looking for Senior Technical Support Engineer that will help our team. Senior Technical Support Engineer is a key role for the Company and serves as a frontline technical resource for customers. You will get the opportunity to deliver unique value by collaboratively and reactively solving customer problems. You will be involved from problem identification to full resolution, through collaboration with engineering teams and/or escalation through managers, and your own customer experience through email and chat. Further, when needed, you will get the opportunity to collaborate with others to engage subject matter experts, Engineering (Product Groups), or Management.Responsibilities- Troubleshoot customer-reported issues and see problems through to resolution.
- Engage with customers over emails, chats, and screen-sharing sessions to resolve their issues.
- Follow up with clients to ensure they are fully functional after troubleshooting.
- Preparing internal and external documentation.
- Properly escalate unresolved issues to appropriate product teams, and work with engineering teams to get the issue resolved for customers.
- Installation and upgrade of products for customers and internally.
- Prioritize and manage several open issues at one time.
- Mentoring new team members through documentation and screen-sharing sessions.
- Engage with product teams frequently with weekly status calls.
- Monitor alerts from production servers and takes necessary action.
Experience and Education- 3+ years of experience in customer service.
- Bachelor's degree in Computer Science, Engineering, or a related technical field.
Proficiencies- Excellent verbal and written communication skills.
- Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.), operating systems (Windows, Linux), and ticketing systems.
- Ability to apply critical thinking and a data-driven, analytical approach to decision-making and problem-solving.
Job Specification
Lightcast
Information Technology and Services - Rome, Italy