Senior Customer Support Engineer
Department: CS
Employment type: Full-time
Required experience: Mid-Senior level
Required education: Unspecified
Function: Customer Service
Company profile: ProTenders is a construction-tendering platform for every segment of the industry, so you can easily find each other, build relationships, share information openly, and efficiently negotiate your products and services. With access to the tools to improve productivity and reduce costs in the tendering process; to the right partners to ensure reliable estimates and regular work; and to data to provide insights and aid decision-making; you’ll be able to improve profitability, whatever your size or activity. ProTenders helps construction buy better and sell more. With offices in Canada, the UAE, Qatar and the Lebanon, ProTenders can support your growth, at home and abroad. (ProTenders was formerly known as Monaqasat in the Middle East.)
Description: The Senior Technical Support Engineer (TSE) is the first line of contact for customers needing assistance with installation, configuration, operation and management of ProTenders. TSE must be passionate about helping our customers solve problems. The Sr. TSE will field queries via phone/email/web portal of the CRM solution ranging in complexity from “how to” questions through involved debugging and forensic efforts when tracking down operational anomalies. This is a great opportunity for someone with a background supporting commercial software that has a passion for diving into complex technical issues and also has an interest in building their Security expertise!This role will need to be filled by a hard-working individual who is committed to customer success and is comfortable living in both the Support and Engineering environments; translating internal Engineering-speak into clear concise directions for customers and vice-versa. We have an incredibly talented team and a performance based and collaborative culture. You will be able to learn from some extraordinary colleagues and leaders as well as bring your own talents and ideas to the team to help us continue to grow the offerings.To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned to meet business needs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Essential responsibilities include:Provide exceptional customer service while responding to phone, e-mail and online requests for technical supportRepresent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycleTrack and monitor all support cases to ensure timely resolution and follow-upClearly identify, document, and find solutions for customer issues and product problemsEscalate critical customer situations to the appropriate level of management and engineering expertiseCommunicate technical issues and solutions to the engineering, QA, sales, and support teams as well as to the customer baseContribute to documentation and knowledgebase article library
Requirements: 5+ years relevant experience in customer support rolePreferred OSX or Linux platform experience with supporting technologies/productsExperience in the enterprise security spaceExperience supporting multiple, simultaneous engagementsFamiliarity with software distribution, patch management, and anti-viral technologiesExcellent analysis and debugging skillAbility to function as an individual contributor and/or a member of a teamAbility to work a day shift with responsibilities a few times a month for an on call after hours rotation
Fraudulent: 0