Splan - Support Engineer - SaaS Environment

Position Summary :

As a Support Engineer, you will be responsible for providing technical support and troubleshooting assistance to our customers. You will work closely with our development and product teams to resolve issues and ensure customer satisfaction.

Key Responsibilities :

• Provide timely and effective technical support to customers via email, phone, and Meetings.
• Diagnose and troubleshoot software issues, including bug identification and resolution.
• Collaborate with development and product teams to escalate and resolve complex issues.
• Software upgrades for the customers based on the Splan build versions and releases.
• Participate in Solution validations for the new releases and ensure quality builds are certified.
• Document and track customer interactions and resolutions in our support system.
• Create and maintain knowledge base articles and technical documentation.
• Assist in the onboarding and training of new customers.
• Participate in regular team meetings and contribute to continuous improvement initiatives.

Work Hours and Shifts :

Shifts are as follows :

Qualifications :

Preferred Skills :

(ref : hirist.tech)