Technical Support Engineer III
Manila, Philippines
6d ago

Technical Support Engineer III

Location : Taguig City, Philippines

Primary Purpose

The Technical Support Engineer III (TSE III) is a backline support engineer and provides advanced technical assistance to other TSEs, helping them to quickly and effectively resolve their customer issues.

You will speak with customers as well, helping resolve the toughest issues. Our solutions utilize complex technologies and the associated issues require deep technical knowledge and excellent problem-solving skills to resolve.

You are an expert in these technologies and products.

You exemplify providing professional business-to-business customer service, with awareness of the critical nature of these solutions to our customers who are using them.

A TSE III is the most expert technical resource on our team, and exemplifies using best practices in troubleshooting, communication and problem resolution.

You ensure that any reported problems as well as anticipated issues in your area of expertise are resolved in an efficient and effective manner.

These interactions must leave customers feeling impressed with how smoothly concerns are addressed when they encounter problems with our software.

As a subject matter expert, you will lead internal and cross-functional collaboration efforts and drive proper engagement and resolution on the toughest issues.

You will train and mentor other TSEs; their success will reflect your influence. You identify broader issues in your specialty and develop and execute plans to correct them.

This may include systemic and chronic issues, process inadequacies, software design and usability problems, training needs and any other item that reduces success of co-workers and customers.

You will model excellence in all facets of your work and help other TSEs to be successful by mentoring and coaching.

You will be an advisor to company leadership in creatively moving us to higher levels of achievement and success. You will handle the most critical escalations, provide backup for leadership and actively share insight and feedback on technical and operational issues.

Major Functions / Responsibility

  • Exemplify deep subject matter expertise in our core technologies, as well as at least one other technology specialty. Demonstrate solid expertise in other areas of specialty
  • Provide expert technical assistance and issue resolution advice to internal co-workers and customers via phone, online, chat, and email.
  • You will rarely own cases, but will mentor Level 1 and 2 Engineers to resolve the most difficult cases

  • Exemplify professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work.
  • Take full ownership of all communication needs related to the management of troubleshooting efforts internally and externally, building confidence across all customers and stakeholders that we are progressing properly towards resolution.

  • Effectively mentor colleagues on their communication, troubleshooting, process, product knowledge and case work.
  • Encourage productive debate and discussion with colleagues to more thoroughly analyze and resolve problems
  • Be influential in improving procedures and processes that improve our efficiency and effectiveness
  • Lead collaboration activities within the technical support team as well as those involving other organizations, ensuring that engagement is in line with the severity of the issue and that resolution is achieved within the SLA
  • Ensure that each case in your area of expertise is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA) by assisting colleagues in accelerating their cases toward timely resolution
  • Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate recurrence of the issue.
  • Exemplify tenacity in resolving core issues that fully resolve problems, and assist peers in doing the same

  • Proactively manage personally assigned and cases from the queue based upon severity and priority of each issue and your skills and ability to resolve.
  • Help co-workers improve their skills by helping them work through and successfully resolve more difficult cases

  • Open and monitor incidents created with 3rd party providers. Work with other internal stakeholders to improve our interactions and success in handling these incidents
  • Obtain and maintain certification as a Knowledge Centered Service (KCS) Publisher, create useful knowledge content, and update existing knowledgebase articles using KCS methodology.
  • Provide coaching to others on KCS best practices. Ensure that troubleshooting guides, best practices, and other documentation for your area of specialty is complete and up to date

  • Help other TSEs identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations.
  • Ensure that issues reported to R&D as bugs are accurate and complete, and work with others to reduce errors and improve effectiveness in the bug reporting process.

    Work with R&D, Product Management and other organizations to ensure that our products are easy to use and support

  • Maintain consistent and exemplary performance on all behaviors and key performance indicators, modeling high-level achievement for all Technical Support Engineers across the team
  • Avoid escalation on the most challenging issues through proper communication and by engaging proper resources before the customer becomes frustrated and asks for escalation.
  • Properly de-escalate customers through expert communication and resource engagement, ensuring that all customers that you influence are receiving excellent service.

    Improve escalation handling and processes across the company

  • Deep knowledge of analytics tools and advanced expertise in pulling and effectively analyzing application and server logs, traces, packet captures, etc.
  • to determine root cause of issues

  • Exemplify advanced understanding of networking technologies and how they are utilized by our products, platform and customers.
  • Expert at reading and analyzing network and other technical diagrams to aid in problem diagnosis and resolution, and often provide mentoring to colleagues to improve their technical abilities

  • Provide training to colleagues in real time as you perform your work and assist them in being successful in their roles.
  • Develop training materials, best practice documentation, and other resources that will help others, including customers, to be more successful with our products

  • Maintain broad and specific industry knowledge and continually sharpen understanding of contact center and technology business practices
  • While a consistent work schedule is the norm, the ability to work a flexible schedule and provide on-call services is needed from time to time.
  • Critical escalations may come at any time, so occasional after hours and weekend work may be required

    Education Requirement :

  • Bachelors degree in Computer Science, Business Information Systems, Networking or similar field, or equivalent work experience required
  • Experience Requirement :

  • 7+ years’ work experience in a technical customer service role, preferably in a technical support capacity with SaaS software and / or telecommunications
  • Minimum of six years of experience working with and advanced knowledge of technologies such as SaaS, telecommunications, contact center software, networking technologies such as TCP / IP, HTTP, SFTP, scripting, load balancers, proxies, firewalls and Relational Databases (MSSQL, Oracle, MySQL)
  • Excellent technical, analytical and problem-solving skills for diverse and complex issues in high-pressure, complex, SaaS multi-platform / system / vendor environments
  • Excellent professional, written and verbal communications skills with the ability to capture all details in written form during conversations.
  • Communication is assertive, articulate, and friendly while building confidence across all stakeholders you work with

  • Time management skills that allow you to work in a highly influential manner in an interrupt-driven environment. Ability to multi-task and maintain professional composure during stressful situations, prioritizing your activities appropriately
  • Superior analytical and problem-solving skills while managing diverse and complex issues in high-pressure, complex, multi-platform / system / vendor environments
  • Proven ability to utilize, create and update knowledgebase resources in the course of your work
  • Proven ability to drive escalated customer problems to resolution utilizing appropriate internal and external resources
  • Ability to communicate effectively across all company teams such as Product Management, Research and Development, Quality Assurance, Professional Services and Executive / Senior Management teams to resolve technical issues
  • Industry experience including understanding of the contact center business, as well as general market and business trends
  • Advanced troubleshooting skills with networking technologies and telecommunications architecture (PBX, Carriers, VoIP, SIP, DS3, Ethernet, OC-X, 1+ and toll-free services)
  • Competent in database structures and query language
  • Demonstrated ability to work independently as part of a larger team
  • Ability to excel in a fast-paced, agile environment with assertiveness, critical thinking and strong problem-solving skills
  • Ability to adapt quickly to change, think on your feet, communicate positively and work proactively
  • Experience Preferred :

  • Management and leadership experience in a technology company
  • NICE inContact CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels.

    It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), and interactive voice response (IVR) system.

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