Norstella - Senior Engineer - Technical Support

The Role :

As part of the Technical Support Team, you will be required to work closely with Cloud Operations, Product Management, and Development to provide product knowledge, configuration assistance, and second level technical support to Norstellas client base.

As a Tier II Engineer and the first escalated contact for client requests, you support the Norstella SaaS platforms as well as the related Integrations that work with it.

You will work hand in hand with the different Support teams as well as the established Tier II team.

This role is frontend user support with the opportunity to learn backend systems.

Responsibilities :

• Provide tier two technical support for Norstella SaaS platforms and related integrations.
• Triage technical issues, resolve problems independently and escalate when appropriate.
• Taking ownership of client technical issues, including initial troubleshooting, identification of root causes, and issue resolution and communication.
• Enhancing internal and external knowledge-based solutions with effective articles.
• Achieve and maintain targeted case statistics such as number of cases closed or issues resolved, along with other established goals.
• Provide professional-level conversations with customers to gather information, troubleshoot, and resolve their technical requests.
• Identify and escalate issues through our SWARM process.
• Document actions in tickets to effectively communicate information internally and to clients.

Qualifications :

(ref : hirist.tech)