About the Role
This position involves handling advanced technical inquiries, troubleshooting system issues, and providing expert-level support to customers across Europe, with a focus on maintaining service quality and resolving complex cases.
Responsibilities
- Diagnose and resolve escalated technical problems reported by customers
- Provide detailed support for software and hardware systems
- Collaborate with internal teams to address root causes of recurring issues
- Document technical solutions and update knowledge base articles
- Respond to customer inquiries within defined service level agreements
- Perform remote and on-site troubleshooting when necessary
- Escalate critical issues to engineering or development teams
- Maintain accurate records of support cases and resolutions
- Assist in testing fixes and patches before customer deployment
- Guide customers through configuration and setup processes
- Monitor system performance and report anomalies
- Support deployment of technical updates in customer environments
- Train Level 1 agents on common resolution techniques
- Ensure compliance with data protection and security policies
- Communicate technical details clearly to non-technical users
- Work rotating shifts to cover business hours across European regions
- Participate in on-call rotations for urgent incidents
- Contribute to process improvements in the support workflow
- Verify customer environments meet system requirements
- Assist with post-implementation support activities
Compensation
Not specified
Work Arrangement
On-site
Team
Technical support team serving European clients
Relocation Requirement
Candidates must be willing and able to relocate to the designated European location. The position is strictly on-site, and remote work is not permitted. Assistance with relocation logistics may be provided.
Language Requirement
Fluency in a local European language is mandatory for customer interaction. Proficiency in English is required for internal collaboration and documentation.
Relocation required; visa sponsorship may be available
