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Technical Support Engineer

Sanas

Sanas

This job is no longer accepting applications

See open jobs at Sanas.
IT, Customer Service
Makati, Metro Manila, Philippines
Posted on Monday, January 15, 2024
Sanas is revolutionizing the way we communicate with the world’s first real-time algorithm, designed to modulate accents, eliminate background noises, and magnify speech clarity. Pioneered by seasoned startup founders with a proven track record of creating and steering multiple unicorn companies, our groundbreaking GDP-shifting technology sets a gold standard. Our initial deployment is laser-focused on elevating the standards of customer experience centers. Testimonials from our partners reveal staggering double-digit improvements in mission-critical KPIs, coupled with boosts in CSAT and NPS. More than just a tool, our technology champions a bias-free workspace. This not only fosters a positive work environment but has also been instrumental in reducing employee attrition and curbing training expenditures.

Sanas is a 70-strong team, established in 2020. In this short span, we’ve successfully secured over $50 million in funding. Our innovation have been supported by the industry’s leading investors, including Insight Partners, Google Ventures, General Catalyst, Quiet Capital, and other influential investors. Our reputation is further solidified by collaborations with numerous Fortune 100 companies. With Sanas, you’re not just adopting a product; you’re investing in the future of communication.

About the role:

A Technical Support Engineer will research, diagnose, troubleshoot, and resolve customer issues accurately and timely. You will be responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments.

Key Responsibilities:

  • Take ownership of customer issues reported and see problems through to resolution
  • Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all issues
  • Prepare accurate and timely reports
  • Document knowledge in the form of knowledge base tech notes and articles
  • Follow the SLA for issues concerning the severity


Qualifications:

  • 2-6 years strong understanding of Windows Forms application development and troubleshooting to assist customers with issues related to user interface, functionality, and performance
  • Proficiency in PowerShell scripting to help customers with automation tasks, troubleshooting, and system administration tasks
  • Strong troubleshooting skills to identify and resolve issues with Windows Forms applications and PowerShell scripts, including debugging, error analysis, and problem-solving. Experience in managing and troubleshooting Windows and Linux environments
  • Excellent understanding and analysis of logs
  • Extensive knowledge of Windows operating systems, hardware, software, and networking. Proficient in working with both Windows and Linux operating systems
  • Proficiency in Java, .NET, and Python programming languages
  • Basic working knowledge of cloud technologies (Azure/AWS/GCP). Knowledge of Azure is preferred
  • Strong understanding of Active Directory, networking principles, and authorization/authentication concepts
  • Excellent customer service skills to provide prompt, friendly, and effective support to customers, understanding their needs, and providing appropriate solutions
  • A logical and analytical approach to problem-solving, being able to analyze customer issues, identify root causes, and provide appropriate solutions or workarounds
  • Good documentation skills to accurately record customer interactions, issues, and resolutions for future reference and knowledge base
  • The ability to collaborate with cross-functional teams, developers, and other support engineers to escalate and resolve complex customer issues
  • A commitment to constant learning and staying updated with the latest technologies, tools, and best practices related to Windows Forms applications and PowerShell scripting


Soft Skills:

  • Strong verbal and written communication skills to effectively interact with customers and provide clear explanations or instructions
  • The ability to understand and empathize with customers' concerns, remaining patient and calm even in challenging situations
  • Actively listening to customers to fully understand their needs, questions, or issues before providing appropriate assistance
  • Strong problem-solving skills to identify and resolve customer issues efficiently and effectively
  • Thorough knowledge of the product or service is supported to provide accurate information and address customer inquiries
  • The ability to manage multiple customer inquiries or issues simultaneously while maintaining quality and meeting response time targets
  • Being flexible and adaptable to different customer personalities, situations, and changing support processes
  • Basic technical understanding to troubleshoot common software or hardware issues and provide initial technical support
  • The ability to handle customer conflicts or difficult situations with diplomacy and professionalism, aiming for a satisfactory resolution
  • A strong commitment to delivering exceptional customer service and ensuring customer satisfaction
  • The ability to collaborate effectively with cross-functional teams to resolve complex customer issues or escalate them when necessary
  • Being detail-oriented to accurately document customer interactions, issues, and resolutions for future reference
  • A willingness to continuously learn and stay updated on product knowledge, industry trends, and customer support best practices

This job is no longer accepting applications

See open jobs at Sanas.