Tech Support Engineer Ii

hace 2 semanas


San Francisco, Heredia, Costa Rica SGF Global A tiempo completo

Responsibilities:

  • Assist customers to analyze, diagnose, replicate and troubleshoot the reported issues to resolution.
  • This individual will also be working with engineering, quality assurance and sales organization in the product and customer service delivery improvement process.
  • Provide level 1 technical assistance in analyzing, diagnosing, replicating and troubleshooting customers reported issues to resolution.
  • Manage assigned support incidents and maintain uptodate status in the Support Console.
  • Escalate unresolved issues that require more indepth knowledge in a timely manne.
  • Create reproducible test cases, when necessary, for customer reported issues.
  • Report and submit product defects in the bug tracking system.
  • Create new knowledgebase articles and keep them uptodate.
  • Provide after business hour support on a rotation basis.
We're looking for someone with at least a year or two in similar positions.

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