Senior Tech Support Engineer

Position Summary

As a Senior Technical Support Engineer, you will play a critical role in providing advanced technical assistance to our customers and internal teams, ensuring the seamless operation and resolution of complex technical issues. The ideal candidate should possess exceptional troubleshooting abilities, a deep understanding of our products and services, and a passion for delivering exceptional customer experiences. 

Key Responsibilities:

Advanced Technical Assistance: 

  • Provide expert-level technical support to customers, addressing complex technical issues that cannot be resolved by lower-tier support teams.
  • Utilize in-depth product knowledge and problem-solving skills to diagnose and troubleshoot intricate issues across hardware, software, and networking components.
 

Issue Resolution:  

  • Collaborate with cross-functional teams, including software developers, product managers, and quality assurance, to identify root causes of complex technical problems.
  • Lead efforts to design and implement effective solutions, working within defined service level agreements (SLAs) to ensure timely resolution.
 

Customer Interaction:  

  • Interact directly with customers via various communication channels (phone, email, chat, and remote sessions).
  • Act as a point of escalation for challenging technical problems, guiding customers through the troubleshooting process, providing clear and concise instructions, and effectively managing expectations.
 

Documentation: 

Mentorship and Training: 

Continuous Improvement:

Escalation Management:  

Technical Expertise:  

Collaboration:  

Qualifications:

  • 5+ years of experience in technical support, with a minimum of 2 years in a senior or lead role. 
  • Strong proficiency in troubleshooting complex technical issues across hardware, software, and network components. 
  • In-depth knowledge of the products and services offered, including their architecture and integration points. 
  • Excellent communication skills, both written and verbal, with the ability to convey technical information to both technical and non-technical audiences. 
  • Demonstrated experience in mentoring and training junior support engineers. 
  • Experience with CRM and ticketing systems for case management. 
  • Customer-centric mindset with a commitment to delivering exceptional customer experiences. 
  • Strong organizational and time-management skills, with the ability to manage multiple cases and priorities simultaneously. 
  • Professional certifications (e.g., CompTIA A+, Cisco CCNA, Microsoft Certified: Azure Fundamentals) are a plus. 

Physical Requirements:

 

If you’re ready to grow your career in an energetic, customer-focused environment. Waterfield may be looking for you!

Apply Now

 

Waterfield Tech is proud to be an equal opportunity employer

Waterfield Tech believes that all persons are entitled to equal employment opportunity and does not discriminate against its Employees or applicants because of race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, citizenship status, disability, protected medical condition, military status, genetic information, or any other basis prohibited by applicable federal, state or local law. This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, training, discipline, promotion, transfers, compensation, benefits, leaves of absence, termination, and all other terms and conditions of employment.

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