Job Title: Technical Solutions Expert
We are seeking a skilled and analytical professional to join our team as a Technical Solutions Expert.
The ideal candidate will have a strong background in technical support, with experience in troubleshooting complex customer requests, managing global support queues, and delivering exceptional service.
This role involves combining technical expertise, analytical thinking, and customer-focused mindset to deliver high-quality solutions to critical support issues.
You will be responsible for delivering specialized technical solutions to escalated support cases, providing proactive personalized customer experience, and strengthening the partnership between our support team and clients through technical excellence and accountability.
Key Responsibilities:
* Troubleshooting Complex Issues: Utilize advanced tools such as Chrome Developer Tools, Postman, Wireshark, and Fiddler to analyze web applications, review network requests, debug front-end issues, and identify JavaScript or API failures.
* API Testing and Validation: Perform API testing and validation using tools like Postman or cURL to ensure seamless integration with client systems.
* System Diagnostics: Conduct IIS and SSL diagnostics to investigate and resolve issues on Windows Application Servers, and configure and troubleshoot Windows ADFS Servers.
* Database Support: Assist customers with database backups, migrations, and SQL troubleshooting using SQL Server Management Studio (SSMS), write scripts, stored procedures, and queries.
* Network Troubleshooting: Utilize network tracing tools to diagnose connectivity, latency, or certificate-related issues.
* Log Analysis: Perform log analysis across web, application, and system logs to identify root causes of performance or access issues.
* Browser Console Errors: Maintain proficiency in analyzing browser console errors, network calls, and response payloads to pinpoint issues in customer environments.
* System Health Checks: Participate in proactive system health checks, monitoring server performance metrics and application uptime indicators.
Requirements:
* Technical Expertise: Strong understanding of technical concepts, including APIs, web development, and networking protocols.
* Analytical Skills: Ability to analyze complex issues, identify patterns, and develop effective solutions.
* Customer Focus: Excellent communication and interpersonal skills, with a customer-centric approach.
* Problem-Solving: Proven ability to think critically and resolve complex problems efficiently.
Benefits:
* Ongoing Training: Opportunities for professional growth and development through regular training and workshops.
* Collaborative Environment: Work in a dynamic and supportive team environment.
* Flexible Working Hours: Enjoy flexible working hours to balance work and personal life.