Technical Support Engineer Tier II

Staff4Me is seeking a Technical Support Engineer Tier II to join our dynamic support team. As a Tier II engineer, you will handle complex technical issues and provide expert guidance to our customers, ensuring they receive high-quality support. You will work closely with both customers and Tier I engineers, playing a crucial role in maintaining customer satisfaction and product reliability.

Responsibilities

• Address escalated technical issues from Tier I support, providing in-depth troubleshooting and resolution.
• Collaborate with engineering teams to identify, document, and resolve product defects.
• Conduct in-depth analysis and research on recurring customer issues to develop solutions and best practices.
• Provide training and support to Tier I engineers to enhance their technical capabilities.
• Maintain detailed records of issues, resolutions, and feedback in the support ticketing system.
• Assist in the creation and updating of technical documentation for customers and internal use.
• Stay abreast of product updates and industry changes to ensure support is relevant and effective.

• 2-4 years of experience in a technical support role, with a focus on troubleshooting complex issues.
• Strong knowledge of networking, operating systems, and hardware/software configurations.
• Strong Network experience
• Strong troubleshooting background
• Must have Captive Portal Experience and understand how it works.
• Must have experience in gateways and authentication

- Competitive salary and benefits package.

- Opportunity for growth and career development.

- Training and support to enhance technical and customer service skills.

- Work in a dynamic and multicultural environment.