Technical Support Engineer

Technical Support Engineer
aka Tech Detective and Customer Hero
At Global Technical Support we love solving diverse and challenging technical puzzles, while making customers smile. This is a place where your unique (possibly unconventional) skills are recognized and leveraged to challenge the status quo.
Year one critical success factors:
Become a generalist in each of our diverse industrial product lines.
Specialize in one or more product lines that are closest to your heart.
Make our customers happy by showing engagement, technical skills and care.
Contribute to our team spirit by always supporting colleagues and chiming in whenever someone needs help.
Accomplish mid and long-term multidisciplinary projects.


Primary Duties & Responsibilities:
Key responsibilities:
Provide application and product support to customers as well as internal teams.
Take appropriate steps to bring any open support cases to resolution in a timely manner.
Provide second level technical support to front line technical support representatives, as well as for internal and external customers.
Instruct and assist technical support representatives on how to troubleshoot applications and/or products.
Own support cases to their complete resolution.
Provide reports to and interact with product engineering about issues that have been identified.
Create internal and external knowledge base articles based on questions asked by customers and product information provided by engineering.
Maintain the information available on the customer support portal, ensuring documentation, software, and knowledge base articles are up to date.


Job Qualifications:
Professional experience/qualifications:
Superior verbal and written English communication skills. Fluency in other languages is a plus.
Strong inter-personal skills with keen ability to interact with all levels of an organization while demonstrating the company’s BE FLIR values being BRAVE, BOLD, READY and AMBITIOUS.
Proven technical support experience.
Proven professional experience with customer facing interactions.
Superior problem-solving skills.
Strong technology skills and aptitude.



Education:
Bachelor’s in engineering preferred, technical degree in related field required.