Technical Support Engineer 3 - Dev & OssTek Experts

Overview

• We’re seeking an experienced, customer-oriented Technical Support Engineer Level 3 to support our products.
• You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service.
• This role is expected to take cases escalated by customers and/or Level 1 & 2 Support Engineers and should provide quick and accurate support.

Responsibilities

• This role focuses on providing exceptional customer support, not on hands-on development.
• The Azure Platform Technical Support (APTS) team provides world-class technical support to Microsoft commercial and enterprise clients, focusing on the Azure cloud infrastructure.
• This is an experienced technical team who supports multiple products within the Microsoft portfolio, including networking, virtualization, app development, authentication, backup, and recovery.
• You’ll work as part of a highly collaborative team to solve intermediate and complex technical problems for medium and large companies.  

This role will:

• Serve as the assigned customers’ personal point of contact for all product-related issues in order to build and maintain relationships.
• Manage customer expectations, implement action plans and communicate timely, professional updates throughout technical issue resolution. 
• Deliver exceptional Premium Service, exceeding customer expectations to secure renewals and work with managers on at-risk accounts. 
• Develop a deep technical understanding of the customer’s specific environment to research and identify appropriate remediation, collaborating with the Technical Account Manager, Enterprise Support Manager, and Customer Account Manager as needed.
• Create knowledge articles when helpful for teams and customers. 
• Independently manage case load and stay on target to meet support standards. 
• Collaborate with other teams as needed to resolve cross-team and cross-product issues. 
• Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.

Qualifications
APTS is a good fit for you if:

• You’re technically proficient and have higher education classwork in IT or technical work, or experience with enterprise support. 
• You love technology, understand it, and are adept at using it.
• You’re proficient in both written and oral English.
• You enjoy solving complex technical issues. 
• You’re customer-obsessed, take the initiative, and exceed expectations.

In this role:

• At least 3 - 5 years of experience in technical and customer support roles are required.
• Must have completed the compulsory 1-year NYSC or have an exemption certificate.
• Higher level education in a relevant technology field, comparable experience in technical support, or relevant technical certifications are required. 
• Advanced proficiency with hardware, software, operating systems, and/or programming languages required.