Technical Solutions Engineer (II

Technical Solutions Engineer (II)

Our client, a technology company, is looking for a Technical Solutions Engineer (II) for their New York City, NY / Hybrid location.

Responsibilities:

• With minimal guidance, identify opportunities and build solutions to improve support or empower customers to solve issues on their own using self-service tools and documentation.
• Contribute to the organization by frequent cross-functional engagement with peers and leading OKRs that require collaborating across teams.
• Troubleshoot complex customer issues with some guidance and a deep understanding of our products and infrastructure.
• Troubleshoot technical issues by generating and analyzing relevant data, proposing fixes, and validating solutions with minimal direct guidance.
• Escalate or triage issues to other teams (e.g., product engineering, legal) as appropriate.
• Coordinate with other teams to ensure the issues are resolved in a timely manner and identify patterns to mitigate risks in the future.
• Collect and aggregate data using various techniques to inform product decisions as part of transactional case work with minimal guidance.
• Identify trends and insights to improve operational efficiency and customer experience building upon standard data sources.
• Help to build and maintain strategic relationships across teams with key stakeholders to provide quality technical support and services.
• Help enhance customer support experience through case work and proactive engagement with internal and cross-functional teams.
• Escalate issues to maintain strong customer/partner relationships.
• Ability to read and debug code (as needed) to troubleshoot customer issues with minimal guidance.
• Learn new coding tools and languages as needed to contribute towards troubleshooting or other internal tools.
• Proactively (e.g., through understanding a pattern) file issue reports against Product, SRE, Documentation, and Procedures.
• Document desired behavior and/or steps to reproduce, drive bugs to resolution.
• Identify code-level root cause for product bugs, customer issues, or support tools, as needed.
• Promptly and independently resolve technical incidents and escalations leveraging relevant tools and effective communication to all stakeholders internally and externally.
• Assist in scoping, planning, and delivery of a large portion of the project for supported programs across teams as needed.

Requirements:

• Data-driven analysis and reporting
• Domain specific knowledge
• Programming
• Debugging and troubleshooting
• Technical documentation
• Technical acumen
• Industry knowledge
• Systems thinking
• Customer-service skills
• Code comprehension

Why Should You Apply?

• Health benefits
• Referral program
• Excellent growth and advancement opportunities