Software Support Engineer - Customer Care

Key Deliverables:

• Take ownership of technical issues and work with teams to resolve client issues
• Provide high-quality support to technical and non-technical clients, ensuring timely solutions
• Document troubleshooting and resolution steps for client issues
• Detect and report trends to engineering and product teams
• Lead client working sessions to ensure clear understanding of issues and requirements

Role Responsibilities:

• Resolve escalated client complaints independently, without team lead intervention
• Provide documentation or training to clients as needed
• Own client issues from report to resolution, ensuring proactive and efficient problem-solving
• Escalate support cases and development issues to multiple departments when necessary
• Leverage client support best practices across the organization