Technical Support Engineer

The Technical Support Engineer provides enterprise-level support for the Lango Platform, working closely with customers to diagnose, troubleshoot, and resolve technical issues. This role requires a strong understanding of the platform’s technical architecture and the ability to assist customers with complex issues, recommend best practices, and offer effective workarounds. As a critical part of the customer experience, the Technical Support Engineer also plays a role in identifying and escalating recurring issues, contributing to product improvements, and supporting successful customer adoption.

**Responsibilities**

- **Customer Issue Resolution:**
Provide technical support to customers by troubleshooting and diagnosing platform-related issues. Guide customers through step-by-step solutions, ensuring a timely and efficient resolution to their problems.
- **Technical Troubleshooting:**
Analyze logs, application configurations, and other technical details to identify the root cause of issues. Use a systematic approach to troubleshooting complex problems, employing various diagnostic tools and techniques.
- **Documentation and Knowledge Sharing:**
Document resolutions, best practices, and troubleshooting techniques to contribute to the support knowledge base. Ensure that solutions are well-documented and easily accessible for both customers and internal teams.
- **Best Practices and Workarounds:**
Offer guidance on best practices for using the platform effectively. Recommend alternative approaches or workarounds when direct solutions are not available, helping customers maximize the value of the platform.
- **Customer Communication:**
Communicate complex technical information to customers in a clear and concise manner. Keep customers updated on the status of their issues, providing empathetic and professional support throughout the resolution process.
- **Collaboration with Engineering:**
Work closely with engineering and product teams to escalate and resolve issues that require in-depth technical expertise. Provide insights into recurring issues and suggest improvements based on customer feedback.
- **Product Improvement Support:**
Identify trends in customer-reported issues and share feedback with product and engineering teams to improve platform performance and usability. Participate in root cause analysis for high-priority incidents and help develop solutions.
- **Testing and Quality Assurance:**
Assist in testing product releases and updates to ensure they meet quality standards. Validate that issues have been resolved and that product enhancements work as expected.
- **Customer Training and Onboarding:**
Occasionally provide technical guidance during customer onboarding, helping new customers set up and configure the platform according to best practices. Educate customers on features, integrations, and platform functionalities.
- **Continuous Learning and Development:**
Stay up-to-date with platform updates, new features, and industry trends to provide knowledgeable support. Engage in ongoing training and development to deepen technical expertise and improve troubleshooting skills.

**Qualifications**

- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field or equivalent hands-on technical experience
- Basic understanding of software applications, web-based platforms, and technical troubleshooting concepts
- Strong analytical and problem-solving skills with the ability to investigate and diagnose technical issues
- Ability to communicate technical concepts clearly and professionally to non-technical customers
- Strong written communication skills for documentation and knowledge-base contributions
- Customer-focused mindset with a passion for helping users resolve technical challenges
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
- Willingness to learn new technologies, tools, and platforms quickly