Technical Support Specialist

2 semanas atrás

Lisboa, Lisboa, Portugal Tracer Tempo inteiro
Technical Support Engineer

At Tracer, we're dedicated to enhancing the customer experience of corporate brands by eliminating brand misuse and fraud across the digital universe. We're seeking an experienced Technical Support Engineer to join our team in Madeira, Portugal.

Key Responsibilities:
  • Collaborate with the Support Team, Customer Success, Engineering, and IT management to resolve technical issues and improve the overall customer experience.
  • Work closely with other support team members to respond to reported issues, set goals, and resolve problems across multiple internal and external Tracer customers.
  • Support the management of escalations, serve as a resource in complex issues, and guide colleagues in overall case flow management.
  • Provide feedback internally and to customers on root causes, issue patterns, and recommended changes to processes, tools, and configurations.
  • Help test problem workarounds, resolutions, defect fixes, and new major releases.
  • Collaborate with product engineering to explain errors and/or recommend modifications to Tracer products.
  • Maintain knowledge of technology innovations and trends.
  • Test and monitor Tracer product API connections.
  • Build efficiencies through scripting and automation.
  • Contribute to the technical knowledge base and continuously document learnings.
Requirements:
  • Bachelor's degree in computer science or related field, or equivalent experience.
  • 4 years of related experience.
  • 2+ years experience in providing technical support.
  • Experience working with AWS Services.
  • Proficient with Microsoft Office Suite or related software.
  • Innovative, strong problem-solving capabilities and ability to adapt to new processes and procedures quickly.
  • Excellent verbal and written communication skills.
  • Excellent interpersonal and customer service skills.
  • Familiarity with Google Workspace.
Language Skills:

Verbal and written English is desired.

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