Technical Support Engineer

Mentoring Tier 2 Support Analysts to ensure calls are accurately investigated and ensuring the cause and the symptom of problems are identified and resolved. ·Analyzing and resolving complex product issues, using analytical, technical, or programming skills 

Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines 

Developing your own skills whilst also guiding, advising, and coaching both colleagues and customers on issue and problem resolution 

Documenting solutions and producing written guidance on resolution steps following the Knowledge Centric Service (KCS) process.  

Create, maintain, and enhance monitoring, alerting, and debugging capabilities.  

Ensure effective communication is maintained with necessary stakeholders and support layers, detailing any changes to services or functionality and when these changes are scheduled. 

Deputizing in the absence of the Line Manager and Liaising with other Keyloop teams or departments to develop and to maintain high levels of customer service. 

Excellent problem-solving skills 

Ability to work across global teams and working with different cultures across time zones. 

Highly analytical 

Excellent written and verbal communication skills 

Demonstrable team working experience – working on joint projects or technical problems.