A technical support engineer is responsible for communicating with customers and fulfilling various technical queries. The technical support engineer must work closely with the engineering and development departments to troubleshoot technical problems. Engineers in this position are expected to be proactive, diligent, and knowledgeable with respect to a variety of tools and services. Proficiency with a number of operating systems (especially Unix, Windows and MacOS) is required. Highly developed people skills are also helpful for this job. The technical support engineer must be able to work both independently and as part of a team.
This position requires an excellent understanding of server-side technologies, particularly SQL, LAMP stack and Unix. Engineers in this position should be able to handle stressful situations and respond to pager requests on a 24-7 basis. Excellent verbal and written communication skills are a must. At least 3 years of related experience is required. Also, fluency in English and a computer science degree or equivalent are prerequisites. The technical support engineer must be educated in Internet protocols such as FTP and TCP, and should be proficient with the configuration of e-mail clients, ftp clients, sub netting, IP addressing and Web browsers. It will also be helpful to have AWS knowledge, cloud infrastructure management experience and relevant technical certifications. Multitasking, attention to detail and ease of learning new technologies are highly desired for this position. The work environment of a technical support engineer is fast-paced, with a very collaborative culture but also a highly demanding work schedule.
Technical Support Engineer Tasks
- Field questions pertaining to user inquiries regarding computer software or hardware and then present solutions.
- Enter commands and verify proper system operation through observation to detect errors.
- Monitor the day to day performance of computers and computer systems.