Technical Support Engineer, Stage 2 at TeKnowledge

Job ID: 17448

Overview


We're seeking a customer-oriented Technical Support Engineer Stage Stage 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 provide quick and accurate support.


Responsibilities


The Team provides world-class technical support to commercial and enterprise clients.
This is an experienced technical team who supports multiple products within the client's portfolio.
You'll work as part of a highly collaborative team to solve intermediate and complex technical problems for medium and large companies.


This role will:


Communicate with end users/ system administrators/ solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
Apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in lab environments, and seek guidance from technical leads and subject matter experts as needed.
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
The Team is a good fit for you if:


You're technically proficient and have higher education classwork in IT or technical work, or experience with enterprise support.
You have experience with at least three (3) of Angular, React, .NET Core, MySQL, Tailwind CSS, Bootstrap, GitHub Actions, REST API
You are familiar with software services such as Azure or AWS, Oracle and API Integration
You love technology, understand it, and are adept at using it.
You're proficient in both written and oral English.
You enjoy solving complex technical issues.
You're customer-obsessed, take the initiative, and exceed expectations.


In this role:


2 - 3 years of technical and customer support experience are required.
Good knowledge of API and programming language skills
Higher-level technical education is preferred.
Relevant certifications are helpful
Must have completed the compulsory 1-year NYSC or have an exemption certificate.
A valid and up to date National Identity Card/NIMC slip is required upon commencement of this role.