Technical Support Engineer

About the role

The Technical Support Engineer will play a crucial role in ensuring the seamless operation of our software solutions. This position involves analyzing business processes, identifying gaps, and assessing impacts to provide effective technical support to clients.

Key responsibilities

• Conduct business process modeling to understand client workflows.
• Perform gap analysis to identify areas for improvement in software usage.
• Assess impacts of proposed changes and communicate findings to stakeholders.
• Provide technical support and troubleshooting for clients’ software issues.
• Collaborate with development teams to resolve technical challenges.
• Document support processes and maintain knowledge base articles.
• Train clients on software features and best practices.

Required qualifications

• 2-5 years of experience in technical support or a related field.
• Proficient in business process modeling techniques.
• Experience with gap analysis and impact assessment methodologies.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.

Nice to have

• Experience with IT service management tools.
• Knowledge of software development lifecycle (SDLC).
• Familiarity with customer relationship management (CRM) systems.