Senior Technical Support- L3/L4
Exp: 5 to 10 yrs.
Work Location: Hyderabad, India
No. of positions: 1
Foundation AI is looking for a Senior Technical Support Engineer (L3/L4) to provide expert technical assistance and ensure exceptional customer experiences. In this role, you'll tackle and resolve complex technical challenges related to Foundation AI products, acting as a critical point of escalation for advanced issues
As a Senior Technical Support Engineer, you will provide advanced technical assistance to customers and internal teams, troubleshooting and resolving complex issues related to Foundation AI product. Your role is vital in ensuring customer satisfaction and high-quality support standards. Strong technical skills, excellent communication, and a commitment to outstanding customer service are essential. The ideal candidate efficiently handles internal alerts and client tickets while fostering a positive team culture.
Consistently demonstrate Foundation AI values in daily actions and decisions.
Collaborate with a team of Technical Support Engineers to deliver exceptional customer support.
Provide guidance and coaching to promote continuous improvement.
Foster a collaborative and positive team culture.
Coordinate with cross-functional teams during the day shift as needed.
Monitor ticket queues to maintain optimal response and resolution times.
Ensure prompt resolution of internal alerts and client tickets.
Oversee effective handling of customer inquiries and issues by Support Engineers.
Work on complex support tickets.
Review L1/L2 tickets from the backlog, provide assistance or address unresolved tickets
Monitor and address all manual task tickets, following up with the team to complete pending tickets.
Proactively escalate any critical or urgent tickets.
Discuss and triage support tickets during handover calls to determine if they can be resolved within the support team.
Handle implementation tasks within the support scope.
Implement and uphold quality assurance standards for ticket resolution.
Conduct regular audits to assess the quality of customer interactions.
Provide coaching to enhance team performance.
Provide quality responses and adhere to Service Level Agreements (SLAs); ensure that L1/L2 Engineers do the same.
Collaborate with other departments to address escalated issues and coordinate solutions.
Act as a point of contact for internal stakeholders and clients.
Excellent communication skills and interpersonal skills, with the ability to convey technical information clearly and concisely to both technical and non-technical audiences.
Analyze data to identify trends and areas for improvement.
Make data-driven recommendations for process enhancements.
Ensure the Shift End Report is sent out in a timely manner.
Conduct training sessions for new hires and ongoing professional development.
Stay up to date with the latest product releases.
Keep the team updated on product/service knowledge and industry best practices.
Address and resolve escalated customer issues to ensure high levels of satisfaction.
Proactive and positive attitude committed to delivering exceptional customer service.
Over 5 years of proven Technical Support experience or a related customer-facing role, preferably in the software industry.
Advanced scripting skills (Python, Postman API)
Python, SQL database troubleshooting and debugging, network troubleshooting skills.
Hands-on experience with databases (SQL, PostgreSQL) and proficiency in writing advanced queries.
Exposure to Linux, Windows, etc.
Strong proficiency in troubleshooting complex technical issues across multiple platforms and technologies.
Familiarity with customer support ticketing systems and Jira-related tools.
Ability to work independently and collaboratively in a fast-paced environment, prioritizing tasks effectively to meet deadlines.
Flexibility to work in shifts, including weekends.
Good to know about:
○ Cloud Services (AWS S3, Azure Blob, OneDrive, SharePoint).
○ Retool
