Support Engineer

Position Overview

Mid Support Engineer provides first-level support to clients for projects and products offered by the company. This role involves more advanced troubleshooting and providing support to ensure smooth project and product operations. The position requires a deeper understanding of the company's products, some technical skills, and the ability to handle more challenging support cases, including guiding junior team members and collaborating with higher support levels or specialized teams to ensure client satisfaction and SLA adherence.

Key Responsibilities

• Handle support requests from clients that require intermediate knowledge related to projects and products.
• Provide detailed business, and technical guidance and solutions to clients and end-users.
• Log all support activities, issues, and resolutions in the ticketing system with precision and clarity.
• Escalate highly complex or unresolved issues to higher support levels or specialized technical teams when necessary.
• Assist in the creation and updating of support documentation and knowledge base articles.
• Maintain effective communication with clients and internal teams to ensure timely resolution and satisfaction.
• Contribute to ongoing process improvements for support services and client experience.
  
  

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 2–5 years of experience in technical support, system administration, or related roles.
• Basic understanding of hardware, software, networks, and enterprise support tools.
• Strong analytical and problem-solving skills for complex troubleshooting.
• Excellent communication skills to interact effectively with clients and technical teams.
• Demonstrated ability to handle multiple support cases and prioritize effectively.
• Capable of understanding advanced product features and client-specific requirements swiftly.
• Experience with supporting enterprise-level applications or systems is a plus.