Technical Support Engineer Job

We are looking for a 'Technical Support Engineer' to provide technical support and troubleshooting for our merchants. In this role, you will assist merchants with technical issues, offering efficient solutions while collaborating with internal teams to continuously improve our products.

Key responsibilities:

1. Technical troubleshooting: Analyze and diagnose technical issues reported by merchants, applying your expertise in Java to identify the root cause and implement solutions.
2. Customer assistance: Communicate with merchants through phone, email, chat, or ticketing systems (SharePoint) to understand their concerns, gather relevant details, and provide clear, step-by-step guidance.
3. Issue resolution: Resolve issues using technical knowledge, remotely accessing merchant systems when necessary, and coordinating with other technical teams to ensure swift resolution.
4. Documentation: Maintain detailed records of all interactions and troubleshooting steps for future reference, helping to create knowledge bases and training materials.
5. Collaboration: Work with internal teams such as development, QA, and product management to escalate complex issues and contribute feedback for product improvement.
6. Continuous learning: Stay updated on the latest industry trends, technologies, and product updates to improve your skills and provide effective support.

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