Senior Technical Support Engineer

Description :

Are you technically savvy, have a great personality, enjoy coding, and value teaching others how to fish? If so, Swimlane is seeking a Senior Technical Support Engineer to provide enterprise-level support to our customers and partners.

This is a dynamic role where you will provide technical assistance, troubleshoot and resolve customer problems, integrate with engineering on various product issues, implement bug fixes, and contribute to projects related to customer tools, knowledge management, and expanding use cases for the Swimlane platform.

Responsibilities :

• Be a player-coach to lead and mentor a team of smart and intuitive technical support engineers.
• Work directly with customers and partners to provide enterprise-level customer support.
• Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments.
• Develop or expand tools to help troubleshoot issues that help improve customer experience.
• Implement bug fixes that significantly impact customers and / or the Support Team, while incorporating Engineering's development process (e. g., unit tests, pull requests, code reviews, QA, etc. ).
• Reproduce customer issues and, if necessary, file bug reports, escalate cases to Engineering, and provide any necessary documentation.
• Gain a deep understanding of the Swimlane product.
• Conduct periodic on-call duties.

Requirements :

(ref : hirist.tech)