Technical Support Engineer

This job is all about helping customers solve tech problems! You might like this job because you’ll work with teams, create helpful resources, and build strong relationships while training others on products. It's a high-impact role!

• Work efficiently with Technical Support, QA, Engineering, and Customer IT personnel to identify and solve customer issues.
• Create technical notes and develop case resolution report to contribute to the Technical Support Knowledge Base.
• Track support issues reported by customers and ensure that issues are followed through to resolution.
• Ability to create and manage cross-functional project teams to address complextechnical issues.
• Help develop specification of requirements and development of support tools to automate common support processes or customer diagnostics.
• Build and maintain strong customer relationships and contribute toward a strong customer-oriented corporate image.
• Maintain deep understanding of NextLabs product and integrated third-party products.
• Train customer IT helpdesk personnel on NextLabs products, best practices and technical procedures for operating enterprise class policy management system.
• Participation in on call rotation carrying the after hours emergency support phone / pager.
• Creation of knowledge articles for relevant cases and general issues for the NextLabs technical support knowledge base.
• Tracking / performing technical activities and processes within technical support to ensure customers are handled within defined NextLabs quality standards.
• Making decisions on case escalations based on customer business situations by working with management and executive teams.
• Representing technical support to other departments as a customer advocate.

Job Requirements

Right to Work Requirements

Working Arrangement

Skills

Software Solutions

Windows Servers

System Administration

Microsoft SQL Servers

Scripting

Interpersonal Communications

Company Benefits

Group Insurance

Employees will be provided with medical and personal accident insurance.

Rewards

We have Quarterly and Yearly Employee Recognition Award for outstanding staff.

Medical & Dental

Employee can enjoy medical & dental care fee reimbursement.

Technology

Latest Cloud Technologies, Conducive Environment to Work & Grow

Flexible Working Hours and Casual Dress Code

We provide free lunch once a month, coffee, tea and snacks as well.

NextLabs provides data-centric security software to protect business-critical data and applications. Our patented dynamic authorization technology and industry-leading attribute-based policy platform helps enterprises identify and protect data, monitor, and control access to sensitive data and prevent regulatory violations—whether in the cloud or on premise. The software automates enforcement of security controls and...

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