Technical Support Engineer

 

Position Summary

The Technical Support Engineer plays a vital role in ensuring the seamless operation of our products and services by providing technical assistance and resolving customer issues. The primary aim of this role is to deliver exceptional support to our clients, contribute to customer satisfaction, and maintain the overall reliability of our products.

 

What You Will Do

Customer Support: Respond to and troubleshoot technical queries and issues raised by customers via various communication channels such as email, phone, or live chat. Problem Resolution: Analyze and diagnose technical problems, offer timely and effective solutions, and follow through to ensure successful resolution. Documentation: Create and maintain comprehensive documentation of technical support processes, troubleshooting steps, and frequently asked questions (FAQs) to enhance efficiency and knowledge sharing. Product Knowledge: Develop an in-depth understanding of the company's products and services to provide accurate and insightful technical support to customers. Issue Escalation: Escalate complex technical issues to appropriate internal teams, such as Engineering or Development, when further expertise is required. Customer Training: Provide guidance and training to customers on product features and usage to maximize their experience and utilization. Bug Reporting: Identify and report software bugs and issues to the development team, providing clear and detailed information for quick resolution. Feedback Collection: Gather customer feedback and insights to identify recurring issues, improvement opportunities, and areas for product enhancement. Testing and Quality Assurance: Collaborate with the Product Ownership team to perform product testing and ensure high-quality deliverables to customers. Adherence to SLAs: Maintain a high level of professionalism and ensure compliance with Service Level Agreements (SLAs) for response and resolution times.

 

 

To Be Successful You Will Have

•

Education

Bachelor's degree in Computer Science, Information Technology, or a related field.

Min. Professional Requirements

Proven experience in technical support or a similar customer-facing role. Strong knowledge of software applications, operating systems, and hardware components. Familiarity with network protocols, databases, and cloud-based technologies. Proficiency in using ITSM Tools (Zendesk, JIRA SM, etc) ITIL Foundations v3 or relevant knowledge

Competencies/Experience

Excellent problem-solving and analytical skills to diagnose and resolve technical issues efficiently. Outstanding communication skills with the ability to convey technical information to non-technical customers clearly and concisely. Strong customer-centric approach, ensuring a positive customer experience during interactions. Ability to work independently and collaboratively in a fast-paced environment. Exceptional time management and organizational skills, handling multiple tasks and priorities effectively. Empathy and patience in dealing with customers, ensuring their needs are understood and addressed.

Languages

Language

Level

1.         English

Advanced B2/C1

1.         Spanish

Advanced B2/C1

Other Requirements

Previous experience with software development, programming, or scripting languages. Familiarity with ITIL (Information Technology Infrastructure Library) best practices for IT service management. Experience working in a SaaS (Software as a Service) environment. Knowledge of customer relationship management (CRM) systems for tracking customer interactions.

 

In Return, You Can Expect

Ongoing career opportunities at a repeat Forbes & Newsweek-listed “Best Employer for Women”, “Best Employer for Diversity”, “Best Remote Employer”, “Best Large Employer”, and “Most Loved Workplace”. Incredible opportunities to learn for one of the most competitive team.

 

 

Lionbridge partners with brands to break barriers and build bridges all over the world. For over 25 years, we have helped companies connect with their global customers and employees by delivering translation and localization solutions in 350+ languages. Through our world-class platform, we orchestrate a network of passionate experts across the globe who partner with brands to create culturally rich experiences. Relentless in our love of linguistics, we use the best of human and machine intelligence to forge understanding that resonates with our customers’ clients. Based in Waltham, Massachusetts, Lionbridge maintains solution centers in 24 countries.

All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.