We are seeking to hire a Senior Technical Support Engineer to join our team based at our corporate headquarters based in Andover, MA, USA located about 30 minutes north of Boston. This is a highly-visible, high-impact position, key in maintaining highest levels of customer success.
ESSENTIAL DUTIES & RESPONSIBILITIES:
- As subject matter expert for technologies served, provide cutting edge technology solutions employing a "Follow the Sun" support strategy.
- Provide technical support at a specialist level, addressing the most complex problems requiring the most advanced skills and understanding of company products.
- Respond to customer escalations.
- Enter data via web-based ticketing system, produce clear documentation of issues and timely resolutions in accordance with established technical support practices and service contracts.
- Able to anticipate questions and alter messaging and te