Sr Technical Support Engineer (VTS)

We are looking for aSenior Technical Support Engineerto join our high-performing support team and provide expert-level technicalassistanceto our this role you will serve as a trusted advisor solving complex product issues and contributing to continuous product and process improvement.You willbe deeply embedded in our product ecosystem collaborating across engineering product and customer-facing teams to ensureatop notchcustomer experience.

Essential ResponsibilitiesOfYour Role:

• Responding tocomplexinboundTechnicalservice requests over the phone andemailper daydirectly with customers.

• Diagnosetroubleshoot andresolvetechnical problems across software APIs integrationsandinfrastructure.

• Reproduce issues conduct root cause analysis and work closely with engineering on bug fixes and feature requests

• Create andmaintaininternal runbooks FAQs and technical documentation

• Lead incident response orparticipatein on-call rotation for critical issues

• Identifysupport trends and partner with Product & Engineering on long-term solutions

• Accurately and efficiently log all issues and status updates in our internal tracking system.

• Understands clients business objectives/impact and applies theirexpertisetotimelyresolve issues and ensure customer success.

• Supporting multiple cloudand hardwaresolutions

• Contributing to the development of service desk processes and procedures.

• Interactsclosely with various departments and vendors to providetimelyresolution on issues.

• Handling support requests from resellers by staying on top of new features and enhancements and being a subject matterexpert andproviding diagnoses and issue resolution on our Platform.

• Triaging to internal and external teams pushing for resolution withinSLOsby being the Customer advocate with EngineeringDevelopmentand 3rd party Vendor teams

• Responding to complex inboundAzure and M365Technical service requests over the phone and emaildirectlywith customers(VMs Networking Storage Identity etc.)

* Note: This is not a complete list of tasks.

Knowledge Skills and/or Abilities You NeedToHave:

• 47 years in technical support solutions engineering or a similar customer-facing technical role

• Deep experience with relevant stack: SaaS platforms APIs databases scripting (e.g. Python/Shell) cloud services (AWS Azure) or networking

• Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure

• Strong understanding of web technologies integrations or system architecture

• Experience working with ticketing systems (e.g. Zendesk Jira) and knowledge bases

• Must have excellent verbal and written communication skills as well as excellent analytical and problem-solving skills;with a customer-first mindset.

• Ability to prioritize user requests effectively and manage user expectations.

• Ability to balance attention to detail withexpeditiousexecution in a fast-pacedenvironment working.

• Passion for driving exceptional customer experience.

• Ability to work through ambiguity and thrive in a rapidly changing business environment.

• Strong analytical and problem-solving skills.

• High school diploma (or equivalent). Secondary degree preferred.

• Experience working with Webservers and Databases Apache IIS MySQL MSSQL and PostgreSQL

• Strong knowledge of Application Protocols DNS HTTP HTTPS (SSL) FTP

• Basic understanding or experience working on Linux environments

• General understanding of technologies on Apis webservice: JSON RESTOAuth..

• Flexibility working some weekendsand later hours to helpfulfilla 24x7 business

• Passion for providing exemplary customer service strong customer focus

• Eager to learnnew technologies

• Good verbal and written professional communication fluent inEnglish.

• Self-motivated and proactive in performing duties

• Attention to detail

Nice to have. Exposure to:

• ITIL certification

• Microsoft Azure certification

• Hands-on experience with Cloud platforms such as Microsoft AzureAWSor GCP

• Programming/scripting experience on at least some of the following: Bash Python PowerShell PHP Knowledge of SQL

• Exposure to virtualization and orchestration technologies such as Docker and Kubernetes

• Experience with JIRA and Confluence

* This is not a complete listing of the job duties.Itsa representation of the things you will be doing and you may not perform all these duties.