Technical Support Engineer III

Summary

Join Narvar as a Technical Support Engineer and become the department's subject matter expert, providing advanced technical assistance and support to customers and other engineers. Collaborate with cross-functional teams to drive initiatives and resolve complex issues for high-value customers. Identify areas for process improvement and mentor junior engineers. You will also be responsible for creating and maintaining technical documentation and staying updated on industry trends. This role requires 5-8 years of experience in technical support, a deep understanding of APIs and databases, proficiency in various programming languages, and excellent communication and problem-solving skills. The ideal candidate will be able to work independently and thrive in a fast-paced environment.

Requirements

• 5-8 years of experience in technical support or a related field, with a strong background in troubleshooting and resolving complex technical issues for global customers in the product support space
• Deep understanding of API’s and Knowledge of database tables & SQL
• Proficiency in HTML, CSS, JavaScript and Microsoft excel and intermediate Python
• Ability to work independently with minimal supervision as a member of a team spanning across multiple cultures and time zones
• Outstanding verbal and written communication skills, with the ability to explain technical concepts to technical and non-technical audiences
• Excellent analytical and problem-solving abilities, with a proven track record of resolving complex technical issues
• Strong customer service orientation, with a commitment to delivering exceptional support experience
• Flexibility and agility with changing priorities and responsibilities in a fast paced environment
• Ability to create and maintain detailed technical documentation, including knowledge base articles, troubleshooting guides, and best practices

Responsibilities

• Diagnose and resolve high-priority, complex technical issues reported by customers, ensuring timely resolution and high customer satisfaction
• Conduct thorough root cause analysis of recurring issues to identify and implement preventive measures
• Ensure high ticket productivity while maintaining a minimal backlog
• Manage and prioritize incidents and service requests using internal tools, ensuring compliance with service level agreements (SLAs)
• Serve as the main escalation point for critical issues and actively participate in customer calls as required
• Provide On Call support in rotation including weekends to provide support for incidents, alerts and monitoring as needed
• Work with cross functional teams like Sales, Implementation, logistics, Engineering in driving resolution to critical customer issues and drive process improvement initiatives
• Mentor and provide guidance to junior support engineers, fostering a collaborative and learning-focused environment
• Work closely with cross-functional teams, including engineering, product management, and sales, to address customer needs and feedback
• Data driven approach in Identify opportunities for improving support processes and tools, and contribute to the development and implementation of enhancements
• Participate in or lead projects aimed at improving support services, product features, and customer satisfaction
• Create and maintain detailed technical documentation, including knowledge base articles, troubleshooting guides, and best practices
• Maintain deep expertise in the company’s products, services, and technologies, staying updated with the latest developments and industry trends