Technical Support Engineer

This is a remote position.

Technical Support Delivery  Provide technical support for SaaS and related products, resolving a wide range of customer
issues within SLAs.
 Perform effective triage, diagnosis, and troubleshooting of incidents, identifying root causes
where possible.
 Manage and resolve moderately complex technical issues independently, escalating more
advanced cases as required.
Customer Engagement & Communication  Communicate confidently and professionally with customers and partners via written, phone,
and video channels.
 Provide clear explanations of technical issues and solutions to both technical and non-technical
audiences.
 Ensure a high level of customer satisfaction through proactive updates and reliable support.
Case Management & Documentation  Own and manage support cases end-to-end, ensuring timely updates, prioritisation, and
resolution.
 Maintain accurate and ...