Technical Support Engineer - Ticketing System

Description : About the Role :

We are seeking a Technical Support Engineer to join our team and provide exceptional technical assistance and customer support for enterprise software users. The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to translate complex technical concepts into simple, actionable guidance for non-technical users. This role is critical to ensuring high user satisfaction, smooth adoption, and effective resolution of technical issues.

This position is suitable for candidates with experience in technical user support, enterprise software, or healthcare data platforms.

Key Responsibilities :

• Provide technical support and troubleshooting for enterprise software users via email, chat, and calls.
• Diagnose, triage, and resolve user issues of varying complexity while maintaining high customer satisfaction.
• Explain complex technical concepts in simple terms to non-technical audiences.
• Escalate unresolved issues appropriately and follow up to ensure timely resolution.
• Assist with onboarding, user training, and adoption of enterprise software solutions.
• Collaborate with product, engineering, and support teams to identify and resolve recurring issues.
• Document issues, resolutions, and best practices to maintain a knowledge base for the team and end users.
• Monitor user activity and feedback to recommend product or process improvements.
• Maintain professionalism and composure under high-volume, high-pressure support scenarios.

Required Qualifications & Skills :

Technical Skills :

Preferred Qualifications :

(ref : hirist.tech)