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 Burimi: https://al.linkedin.com/jobs/view/technical-support-engineer-at-lango-4328171981

Niveli: mid level