Technical Support Engineer

Description:

The Technical Support Engineer is responsible for handling the most complex and impactful customer issues escalated by our Customer Support and Success teams:

• Qualify, triage and prioritize tickets to determine the best course of action.

• Troubleshoot technical issues related to the Quadient AP software.

• Independently resolve complex tickets to meet customer needs.

• Share progress updates with stakeholders in a clear and organized manner.

• Consistently follow through on commitments and deliver high-quality work.

• Analyze data to identify root causes of a problem, suggest and implement solutions.

• Share knowledge and provide support to colleagues and other teams.

• Proactively seek out opportunities for learning and improving inefficiencies.

Your profile

• 2+ years experience troubleshooting a variety of technical issues, including reproducing bugs, identifying root causes, and providing effective solutions with minimal guidance.

• Previous technical customer support experience required.

• Experience with coding and programing languages (ideally PHP and Typescript), debugging, log parsing, source code versioning, SQL and databases in general.

• Strong understanding of the Windows operating system, including installing/uninstalling software, user management and troubleshooting.

• Familiarity with API, GraphQL, network protocols and command line interface.

• Understanding of Accounts Payables workflows and/or Quadient software.

• Basic understanding of cloud architecture, deployment, and management.

Knowledge gaps can be filled. Even if you don’t satisfy every single requirement or meet every qualification listed, we still want to hear from you.