Your profile
Are you passionate about solving complex problems and helping users get the most out of cutting-edge technology?Â
At Cenosco, our Senior Support Engineers play a crucial role in bridging the gap between our innovative products and the people who rely on them. By assisting customers daily, youâll not only provide top-tier support but also help shape our evolving product roadmap with valuable insights.
We are committed to delivering the highest quality customer service with. As a Senior Support Engineer, youâll go beyond troubleshootingâyouâll anticipate user needs, provide proactive solutions, and educate customers to unlock the full potential of our platform. If youâre ready to make a real impact while growing in a dynamic environment, weâd love to hear from you!
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At Cenosco, our Senior Support Engineers play a crucial role in bridging the gap between our innovative products and the people who rely on them. By assisting customers daily, youâll not only provide top-tier support but also help shape our evolving product roadmap with valuable insights.
We are committed to delivering the highest quality customer service with. As a Senior Support Engineer, youâll go beyond troubleshootingâyouâll anticipate user needs, provide proactive solutions, and educate customers to unlock the full potential of our platform. If youâre ready to make a real impact while growing in a dynamic environment, weâd love to hear from you!
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What you'll do
- Providing expert-level (technical) support to customers via phone, email, and chat.
- Diagnose and resolve complex (technical) issues related to our products and services within the agreed SLA
- Collaborate with development team to identify and address software bugs
- Mentor and train junior support engineers, providing guidance and support as needed
- Develop and maintain documentation and knowledge base articles
- Monitor and analyze support metrics to identify trends and areas for improvement
- Participate in on-call rotation to provide 24/7 support coverage.
- Assist in development and implementation of support processes and best practices
Who we're looking for
- 5+ years of experience in a technical support or similar role
- Strong knowledge of SQL
- Strong problem-solving and analytical skills
- Strong communication and interpersonal skills
- Ability to work independently and as part of a team
- Experience with SIIS SaaS or other software implementation experienceÂ
- Experience with support ticketing systems (pre: Intercom)
- Understand of ITILÂ (pre: ITIL certified)
- Good knowledge of Microsoft Officeâ¯
- Excellent verbal and written English
What we offer
- Work in a fast-growing and interesting industry
- Flexible work that best fits your needs and the role
- Competitive compensation with some nice additional perks
- Top-notch offices and equipment
- Continuous improvement and learning opportunities to grow your career
- Team activities, not the usual one just to look nice on social media but what our team choose and ask for
- A great team of engaged, passionate and helpful people
