Description

Orpak is seeking a highly skilled and experienced Technical Support Engineer to join our Tier 3 team. As a Tier 3 Engineer, you will play a critical role in providing expert technical support to our customers, resolving complex technical issues and ensuring the smooth operation of our products. You will work closely with other members of the Technical Support team, as well as with product development and engineering teams, to identify and resolve product issues.

Responsibilities:

• Develop an in-depth understanding of Orpak's Products and the integration within customer environments.
• Lead support to end users, partners, distributors, and subsidiaries, resolving complex technical issues and troubleshooting problems related to the Product.
• Provide troubleshooting and technical support via phone, web based tools, and email
• Investigate, simulate and analyse technical issues, identifying root causes.
• Take the lead over Tier 2 Support engineers escalations.
• Take a leading part in building and maintaining an internal LAB for Customer Support needs.
• Internal / customer training activities for customers and support personnel
• Work with Product Management, Engineering, Sales, and Professional Services teams to ensure successful completion of project deployments.
• Document technical solutions and knowledge base articles for future reference.
• Communicate effectively to guide customers through issue resolution and ensure a positive experience.
• Collaborate with other technical support engineers, QA and product development teams to resolve recurring issues and improve product quality.
• Interact directly with customers to understand and diagnose their technical challenges.

Requirements

• Bachelor in computer science or another domain with equivalent work experience.
• 5+ years of Previous experience in technical support /tier 3 – Mandatory
• Experience with customer support ticketing systems and CRM software
• Proficiency in troubleshooting complex technical issues
• Strong Network and System Administration: A solid understanding of networking concepts and system administration is essential.
• Should be able to diagnose network-related issues, perform basic system configuration, and troubleshoot connectivity problems.
• Proven experience with international customers – Mandatory
• Strong technical and analytical skills
• Software and Tools: Proficiency in relevant software and tools used for diagnostics, monitoring, and troubleshooting is important.
• This could include tools for system monitoring, log analysis, remote desktop access, and more.
• Strong knowledge with cloud platforms (AWS, Azure, Google Cloud). Ability to support, configure on those Env.
• Database Proficiency: Strongly familiar with database management systems (MSSQL,Sqlite) – Mandatory
• Proven ability to work in a self-directed environment
• Innovative thinker who is positive, proactive, and readily embraces change
• Ability to professionally handle clients through all interfaces
• Strong written and verbal communication skills in English- Mandatory.
• Ability to write technical documents

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