Technical Support Engineer

Take ownership of customer support and set up key processes, procedures, and resources to scale quality customer support with a commitment to outstanding customer service. Become a technical expert on product offerings to successfully respond tall customer support and user issues. Be hands on in researching, responding, tracking, and closing the loop on all technical and customer related issues while providing the highest level of service and professionalism.
Listen, prioritize, and document customer requests and issues ensuring resolution and follow up on customer needs/requests. Work closely with product and engineering members to resolve customer requests. Manage customer expectations while ensuring they feel a sense of urgency and clear understanding of issues.
Responsible for working with internal organizations to create internal and external online documentation. Work requires use of the appropriate editorial/logical methodologies and process management. Oversees departmental content workflow to ensure that content is developed timely and in such a way that customers with limited technical product knowledge can understand and use the documentation.
Writes and proofs hardcopy and online documents for consistency, Ensures all documents are technically and mechanically accurate, Develops, documents, and maintain processes, Define processes for content modification, content service levels, tool and application access and account administration, and workflow administration