Support Engineer Level 3

About the role

As a , you will play a crucial role in providing high-level technical support and solutions to our clients. This position requires a deep understanding of our products and services, as well as the ability to troubleshoot complex issues efficiently. You will work closely with both internal teams and customers to ensure that technical problems are resolved promptly, enhancing customer satisfaction and retention. Your expertise will not only help in resolving issues but also in improving our support processes and documentation.

Key facts

What you'll do

• Provide advanced technical support for our products, addressing escalated issues that require in-depth knowledge and problem-solving skills.
• Collaborate with engineering teams to identify and resolve product defects and improve overall system performance.
• Develop and maintain comprehensive documentation for troubleshooting procedures, known issues, and solutions to enhance team efficiency.
• Train and mentor junior support engineers, sharing your expertise and best practices to foster their professional growth.
• Analyze customer feedback and support trends to identify areas for improvement in our products and services.
• Participate in the development and implementation of support tools and systems to streamline operations and enhance customer experience.
• Act as a liaison between customers and product development teams, ensuring that customer needs and feedback are communicated effectively.
• Monitor and manage support ticket queues, ensuring timely resolution and adherence to service level agreements (SLAs).
• Conduct root cause analysis on recurring issues and work proactively to implement solutions that prevent future occurrences.
• Engage in regular training sessions to stay updated on product changes and industry trends, ensuring you provide the most accurate and relevant support.
• Assist in the onboarding process for new clients, ensuring they have a smooth transition and understanding of our products.
• Participate in cross-functional projects aimed at improving customer support and overall service delivery.

Requirements

• A minimum of 5 years of experience in a technical support role, preferably in a software or technology environment.
• Strong understanding of networking concepts, operating systems, and database management.
• Proficiency in troubleshooting complex technical issues and providing effective solutions.
• Excellent communication skills, both verbal and written, with the ability to convey technical information to non-technical users.
• Experience with ticketing systems and customer relationship management (CRM) tools.
• Ability to work independently and as part of a team, demonstrating strong organizational skills and attention to detail.
• Familiarity with scripting languages or programming knowledge is a plus.
• A customer-centric mindset with a passion for delivering exceptional service.
• Ability to work under pressure and manage multiple priorities effectively.

Nice to have

• Experience in a Level 3 support role or similar position within the tech industry.
• Knowledge of cloud computing platforms and services.
• Familiarity with ITIL or other service management frameworks.
• Previous experience in training or mentoring junior staff.
• Certifications in relevant technologies or support methodologies.

Skills & tools

• Proficient in using support ticketing systems such as Jira, Zendesk, or similar platforms.
• Familiarity with remote support tools and technologies.
• Strong analytical skills for troubleshooting and problem resolution.
• Excellent interpersonal skills for effective collaboration with team members and clients.
• Knowledge of programming languages such as Python, Java, or similar is advantageous.

Practical notes

• This position is based in Santiago, Santiago, and may require occasional travel for client meetings or training sessions.
• Candidates must be eligible to work in Chile; visa sponsorship is available for qualified applicants.
• The working environment is dynamic and fast-paced, requiring adaptability and a proactive approach to problem-solving.
• Interested candidates can apply through the following link: [Hrfh Careers](https://hrfh.bamboohr.com/careers/57).

META

Company: Hrfh

Title: Support Engineer Level 3

Listed

location: Santiago, Santiago

Job type: Full-time