Technical Support Engineer (Tier II)

Key Duties and Responsibilities:

• You’ll play a key role in delivering exceptional technical support and improving customer satisfaction by solving complex issues and acting as a bridge between technical teams and customer-facing teams. Your expertise will drive the resolution of escalated problems, enhance internal knowledge, and contribute to the continuous improvement of our products and processes.
• Customer Technical Support: Work closely with our customer-facing teams to provide expert advice and solutions for technical issues. Act as a point of escalation for more complex troubleshooting, assisting in identifying and rectifying technical problems.
• Issue Analysis and Resolution: Take ownership of issues escalated from +customer-facing teams and conduct comprehensive analysis using various tools and resources. Utilize your expertise to read logs and databases in the AWS environment to identify root causes and propose solutions.
• Collaboration and Communication: Act as a liaison between customer-facing teams and the Product and Development Teams, facilitating effective communication and collaboration to resolve technical issues swiftly and effectively.
• Documentation and Knowledge Sharing: Accurately document all reported issues and resolutions in the ticketing system, and actively contribute to the knowledge base to help build a robust repository of solutions for future reference.
• Continuous Improvement: Proactively work with the Product and Development Teams to improve the product based on customer feedback and the trends observed in the support cases handled.

Qualifications, Skills and Experience:

• We’re looking for a problem-solver who thrives in technical environments and has a passion for delivering outstanding support. You’re a proactive communicator with a knack for troubleshooting and a drive to make products better for users.
• Bachelor’s degree in Computer Science, Software Engineering, Information Systems, or a related field
• 2-4 years of experience in a technical support or similar role
• Proficiency in reading and interpreting logs and databases, preferably within an AWS environment
• Strong problem-solving and analytical skills, with a proven ability to handle complex technical challenges efficiently
• Excellent communication skills, capable of translating technical issues into actionable insights for non-technical stakeholders
• Familiarity with SQL, NoSQL, or scripting languages (Python, Bash, etc.) is a plus
• Experience with monitoring tools like DataDog and ticketing systems such as Jira
• Prior experience in financial services, telecommunications, or mobile app industries is advantageous

How to Apply:

All candidates who wish to join Fido in this capacity should apply online at the link below.

CLICK HERE TO APPLY