Company Overview
Waterfield Tech enables companies to select, design, and deploy tailored customer engagement solutions from the world’s leading providers enhanced by cutting edge Applied AI. The results are happier customers, enhanced insights, and lower costs.
Once live, we empower companies to support, optimize, and modernize those solutions and AI applications, leading to lower risk and increased efficiency. Our client-centric process and track record of success have earned the trust of clients around the world when it comes to customer interaction.
We value our people—their diversity, their dedication, and their commitment to customer satisfaction. We encourage each other. We understand the value of hard work and the importance of a healthy balance. We’re all on the same page… even though we may get there from different perspectives. All in all, it’s a pretty cool place to be and we’re growing our global team of engineers, sales professionals, and creative souls.
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:
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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:
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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:
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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:
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Create and maintain detailed documentation of complex technical issues, solutions, and troubleshooting steps. Contribute to the knowledge base to enhance self-service resources for both customers and the support team.
Mentorship and Training:
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Provide guidance and mentorship to junior members of the technical support team. Conduct training sessions to elevate the team’s technical expertise and problem-solving skills.
Continuous Improvement:
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Identify trends and patterns in customer issues to proactively improve products and services. Collaborate with other teams to provide feedback on product enhancements and suggest improvements based on customer feedback.
Escalation Management:
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Manage and prioritize escalated cases, liaising with higher-level support, engineering, and management teams to expedite issue resolution and maintain customer satisfaction.
Technical Expertise:
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Stay current with the latest industry trends, technologies, and best practices related to the products and services being supported. Maintain expertise in relevant areas to provide accurate and up-to-date guidance to customers.
Collaboration:
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Work closely with cross-functional teams to ensure seamless communication and cooperation, contributing to the overall success of the organization’s technical support initiatives.
Qualifications
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5+ years of experience in technical support, with a minimum of 2 years in a senior or lead role.
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Strong proficiency in troubleshooting complex technical issues across hardware, software, and network components.
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In-depth knowledge of the products and services offered, including their architecture and integration points.
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Excellent communication skills, both written and verbal, with the ability to convey technical information to both technical and non-technical audiences.
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Demonstrated experience in mentoring and training junior support engineers.
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Experience with CRM and ticketing systems for case management.
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Customer-centric mindset with a commitment to delivering exceptional customer experiences.
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Strong organizational and time-management skills, with the ability to manage multiple cases and priorities simultaneously.
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Professional certifications (e.g., CompTIA A+, Cisco CCNA, Microsoft Certified: Azure Fundamentals) are a plus.
Physical Requirements
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Sitting: Ability to be able to sit for long periods of time.
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Lifting: Ability to lift equipment and or tools up to 20 pounds.
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Manual dexterity: Hand-eye coordination and manual dexterity to operate equipment and perform tasks such as assembling or disassembling machinery or devices.
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Vision: Normal or corrected vision to work with small parts and/or read schematics or technical manuals.
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Hearing: Normal or corrected hearing to communicate with colleagues or customers.
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Agility: Agile and able to work in tight spaces such as server rooms, data centers or other.
