Technical Support Engineer

We are seeking a motivated and detail-oriented Technical Support Engineer to join our dynamic IT team. You will be the frontline of support for our cloud-hosted web application, responsible for diagnosing and resolving technical issues for our clients. The ideal candidate will have a strong technical aptitude, excellent problem-solving skills, and a passion for providing exceptional customer service. You will work closely with the Technical Support Lead to ensure a seamless and effective support experience for our users.Key Responsibilities:Tier 2 Support: Serve as the primary point of contact for inbound support requests via phone, email, and our ticketing system. Provide timely and accurate solutions to application and system issues.Troubleshooting and Issue Resolution: Investigate, diagnose, and resolve complex technical issues related to our .NET-based application. This includes analyzing application logs in Azure App Insights, querying our MSSQL databases to identify data-related problems, and understanding application logic.Problem Identification: Proactively identify patterns in reported issues to help pinpoint root causes. Document and track recurring issues to contribute to long-term solutions.Escalation Management: Gather all necessary information for issues that require escalation. Clearly and concisely communicate the problem, steps taken to reproduce it, and your initial findings to the Technical Support Lead or the IT engineering team.Documentation: Create and maintain documentation for common issues and their resolutions in our knowledge base. Contribute to a library of resources that empowers both our users and our support team.Client Communication: Maintain clear and professional communication with clients, keeping them informed of the status of their support tickets and providing them with effective solutions.