Website Everscale Group
The Technical Support Engineer II (TSE II) serves as the primary technical point of contact for product users and plays a key role in delivering an excellent customer experience.
As the main interface for incoming technical issues, the TSE II registers and manages support tickets from initial intake to full resolution.
This role contributes to the product experience by resolving customer issues, educating users on functionality, and delivering helpful, product-based solutions.
Responsibilities:
- Interact with customers via chat, phone, or email on escalated cases.
- Define, report, and share assigned metrics to provide transparency on team activity, productivity, and performance.
- Set clear performance objectives and identify development opportunities for the TSE team.
- Manage escalations received from Technical Support, Sales, or Customer Success teams.
- Act as the key customer contact during product releases, maintenance windows, and service incidents (outages, etc.).
- Manage high-profile customers through direct interactions related to technical support issues.
Requirements:
- 2+ years of experience in a technical support role.
- Understanding of technical support and B2B software customer support markets.
- Experience with Linux/Windows/Network administration and operations.
- Basic understanding and/or exposure to cloud platforms (AWS, Azure, etc.) โ not required, but a plus.
- Ability to build strong relationships with customers across all organisational levels.
To apply for this job email your details to jobs@everscalegroup.com
