Tech Support Engineer 2

2 weeks ago


Hanoi, Hanoi, Vietnam Tek Experts Full time

Overview:


We're seeking a customer-oriented Technical Support Engineer Level 2 to work on behalf of our client to resolve complex customer cases.

You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service.

This role is expected to take cases escalated by customers and/or Level 1 Support Engineers and should provide quick and accurate support.


Driving exceptional outcomes with purpose-built solutions.
Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients. We're problem solvers, engagers, and creative thinkers who always strive to help our customers succeed. Our agile, relationship-based support helps the largest, most innovative enterprises thrive.

If you crave problem-solving, finding improvement in process, learning, and working within a diverse global team, you're the fit we're looking for.

Join our global team of experts and grow your IT career with us.

Responsibilities:

The Storage Solutions team delivers technical support on a global scale for a set of IT data storage and product monitoring solutions.

As a part of the Storage Solutions team, you'll be trusted with specific products or complicated cases as an individual contributor, but you'll also collaborate with engineers of all levels to share knowledge and support each other.


This role will:

  • Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.
  • Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
  • Mentor junior support engineers as needed or requested by management.

Qualifications:

Storage Solutions is a good fit for you if:

  • You have experience in app/web testing or development, or system/IT administration with knowledge in Windows.
  • You're passionate and motivated to learn & grow.
  • You're honest, dedicated, and responsible.
  • You're proficient in both written and oral English.
  • You're creative, adaptable, and have strong problemsolving skills.

In this role:

years of technical and customer support experience are required.

  • Higherlevel technical education is preferred.
  • Certifications relevant to the product are helpful.


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