Technical Support Engineer II

📋 Description

• Act as frontline or backline support for SaaS hosted Enterprise Products.
• Independently troubleshoot complex issues, develop test cases, and identify root causes.
• Meet SLAs for customer cases via phone, web, and community platforms.
• Build expertise across multiple products and serve as a Subject-Matter Expert (SME).
• Manage cases in Salesforce, maintaining detailed documentation and regular status updates with clear Next steps defined.
• Drive high levels of customer satisfaction and long-term loyalty by taking extreme ownership and having a positive mindset.

🎯 Requirements

• Bachelor’s degree in a technical field or equivalent experience.
• 3+ years in Customer support or 6+ years of industry experience.
• Strong IT, networking, database, or SaaS/cloud support background; on-premise support is a plus.
• Desirable certifications include Windows, Linux, RDBMS, AWS, Kubernetes.
• Strong problem-solving, communication, and time management skills.
• Proficiency in CRM systems like Salesforce, Microsoft applications, and JIRA/Confluence.