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Technical Support Engineer

4 weeks ago

مصر, Egypt Brimore Full time

**Job Description**:
**The Role**

The Tech Support Engineer, as part of Brimore Product Engineering team provides support to our growing number of customers across different departments and segments.

**What you will do**
- Design and maintain the tech operational and support process.
- Help our stakeholders in using our products to reach the customer business goals.
- looks after production deployment of our product to our customers.
- Successfully debug and resolve customer complaints through investigating, analyzing and internally troubleshooting before escalating to the Engineering team.
- Educate the team members of different departments with the correct technological know-how and draft out technical documentation if the need arises.
- Identify and resolve customer issues, ranging from inquiries, feature requests, complaints and integration assistance through our support channels.
- Should scope efforts for deployments and new integrations on a timely note, as and when required.
- looks after the Voice of the Customer, create and embed feedback loop into the product cycle by building reports and dashboards to help track & mitigate our frequent raised issues and automate the frequent manual business needs.
- Identify common customer challenges and proactively find ways to improve our product and processes.
- Ownership and accountability of customer issues since reporting until closure.