Senior Technical Support Engineer

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🕒 May 28

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Waterfield Tech

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🤖 Artificial Intelligence

🤝 B2B

💼 Consulting

Artificial Intelligence • B2B • Consulting

Waterfield Tech is an AI-focused customer experience (CX) and contact-center solutions provider. Waterfield helps organizations demystify and apply AI across customer-facing roles and delivers CX modernization, cloud migration, managed services, contact-center outsourcing, workforce optimization, and IT/network/security services. It offers subscription-based offerings (e. g. , Ascend) that combine CCaaS platforms with a CX service layer, plus consulting and professional services to implement applied AI (faqGPT, taskGPT, routeGPT, voiceGPT) and analytics for enterprise customers across financial services, healthcare, government, higher education, and retail.

📋 Description

• Provide expert-level technical support to customers, addressing complex technical issues that cannot be resolved by lower-tier support teams. • Utilize in-depth product knowledge and problem-solving skills to diagnose and troubleshoot intricate issues across hardware, software, and networking components. • Collaborate with cross-functional teams, including software developers, product managers, and quality assurance, to identify root causes of complex technical problems. • Lead efforts to design and implement effective solutions, working within defined service level agreements (SLAs) to ensure timely resolution. • Interact directly with customers via various communication channels (phone, email, chat, and remote sessions). • Act as a point of escalation for challenging technical problems, guiding customers through the troubleshooting process, providing clear and concise instructions, and effectively managing expectations. • Create and maintain detailed documentation of complex technical issues, solutions, and troubleshooting steps. • Mentor and train junior members of the technical support team.

🎯 Requirements

• 5+ years of experience in technical support, with a minimum of 2 years in a senior or lead role. • Strong proficiency in troubleshooting complex technical issues across hardware, software, and network components. • In-depth knowledge of the products and services offered, including their architecture and integration points. • Excellent communication skills, both written and verbal, with the ability to convey technical information to both technical and non-technical audiences. • Demonstrated experience in mentoring and training junior support engineers. • Experience with CRM and ticketing systems for case management. • Customer-centric mindset with a commitment to delivering exceptional customer experiences. • Strong organizational and time-management skills, with the ability to manage multiple cases and priorities simultaneously. • Professional certifications (e.g., CompTIA A+, Cisco CCNA, Microsoft Certified: Azure Fundamentals) are a plus.

🏖️ Benefits

• Waterfield Tech is proud to be an equal opportunity employer. • Waterfield Tech believes that all persons are entitled to equal employment opportunity and does not discriminate against its Employees or applicants.