Technical Support Engineer

Technical Support Engineers are in charge of verifying that all customers have uninterrupted service 24x7x365 for the company's products. They maintain direct contact with the customers, by e-mail and by phone, and have detailed knowledge of their needs in order to proactively provide solutions and suggestions to improve their processes.

Responsibilities

• Respond to the customer's needs in due time and manner, respecting the standards established in the SLA.
• Constantly monitor our customers' services by working on an on-call shift system.
• Diagnosis and provide solutions in order to solve errors related to the company's products or external platforms.
• Investigate for solutions to complex problems, with constant challenges.
• Can build upon his/her knowledge regarding Intraway products and solutions.
• Interact with all other areas of the company; especially with the Engineering team reporting Tier 3 issues to be ...