support engineer

We are seeking a skilled and customer-oriented Tier 2 Support Engineer to join our dynamic support team. In this role, you will be responsible for handling and analyzing customer complaints related to our wireless security system peripheral components. Your role will include troubleshooting issues, providing feedback to customers, and collaborating with internal teams to resolve complex technical issues. The ideal candidate will have experience working with international companies, a solid technical background in security systems, and proficiency in professional-level English.

Responsibilities

Analyze and troubleshoot customer complaints and technical issues related to wireless security system peripheral components.
Log and maintain detailed records of customer complaints and technical issues in the company CRM system.
Collaborate with customer Tier 1 support and escalate issues as necessary to ensure timely resolution of customer concerns.
Provide timely and accurate feedback to customers regarding the status of their issues and next steps for resolution.
Liaise with internal engineering teams to diagnose, track, and resolve recurring technical problems.
Monitor and analyze support trends to help improve product performance and customer experience.
Ensure compliance with company policies and procedures while managing customer interactions.
Support international customers, providing technical assistance across different time zones.
Contribute to knowledge base articles and technical documentation to improve self-service options for customers.

Qualifications

Experience: 2-4 years of experience in technical support or engineering, ideally within the security systems industry.

Technical Skills: Strong understanding of wireless security systems, peripheral components, and troubleshooting techniques.

CRM Experience: Familiarity with customer relationship management (CRM) systems for logging and tracking technical issues.

Communication Skills: Professional-level English, both written and verbal, is required. Proficiency in additional languages is a plus.

Problem-Solving Skills: Ability to quickly analyze and resolve technical issues in a fast-paced environment.

International Experience: Prior experience supporting international customers and working in global markets.

Education: Bachelor’s degree in Engineering, Information Technology, or a related field is preferred.

High salary and good conditions for the right ones 

Discreet , so more details will come after sending CV to email