Technical Support Engineer

Description:

The Technical Support Engineer/SRE is responsible for owning and resolving client incident and request cases, throughout the entire lifecycle of each case. It includes documenting and advising our clients on how to best install, configure, deploy, connect and use DA products and maintain utmost uptime for DA’s online services. The primary objective is to provide DA clients with a great experience when using/learning our products.
 

• Triages complex software products and applications technical and business flow issues and provide assistance to customers, as part of a global team of Support Engineers and SREs
• Prioritizes and resolve incidents and requests raised by external and internal clients
• Documents issue resolutions and FAQs not found in our official products documentation
• Properly escalates unresolved issues to appropriate internal L3/L4 engineering/developer teams
• Participates in the global team’s scheduled 24x7x365 on-call rotation to provide support coverage during non-business hours and weekends.