Tier 2 Technical Support Engineer
December 5
🇦🇷 Argentina – Remote
⏳ Contract/Temporary
🟢 Junior
🟡 Mid-level
📞 Support Engineer
🚫👨🎓 No degree required
Description
• Partnering with ShipHero Strategic Customer base to troubleshoot, identify bugs, and provide workarounds • Providing Engineers with details on bugs identified for the resolution of complex issues • Writing and developing internal resources (knowledge base articles, applications) • Work closely with a designated set of customers and collaboratively with other members of the global ShipHero team • Become a product expert on the ShipHero platform to help resolve customer queries and issues. • Identify and analyze trends to influence our Help & Support strategy (i.e. common support requests and friction points). • Assist with identifying, reproducing, and escalating product issues and bugs to the Engineering team. • Meet all performance targets, including response times, high customer satisfaction, proper escalation to Engineering, and maintaining a clean ticket queue. • Train and give feedback to less technical team members.
Requirements
• Strong analytical, diagnostic, and troubleshooting skills • A demonstrated passion for solving puzzles through persistence and patience • Excellent verbal & written communication skills • The ability to explain technical issues to both technical and non-technical audiences to facilitate joint understanding of root cause and a path(s) to resolution. • Experienced in adaptive learning and approaches conducive to the pace of the IoT. • Strong prioritization, organizational, and documentation skills • Demonstrated reliability and ability to work in a team setting as well as independently. • Experience working with support teams to support problem resolution.
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