We are seeking a Technical Support Engineer to act as the primary technical bridge between our customers and our internal development teams. This role requires a mandatory engineering background to accurately diagnose issues and effectively manage the flow of technical complaints.The successful candidate will troubleshoot issues, assign tasks to the right engineering specialists, and ensure customers are kept informed throughout the resolution process.

Key Responsibilities

• Technical Diagnosis: Use engineering expertise to investigate and solve complex technical issues reported by customers.
• Complaint Coordination: Evaluate incoming complaints and route them to the correct engineering department based on the technical root cause.
• Communication Link: Act as the professional liaison between the customer and the technical team, translating complex updates into clear, actionable information.
• Status Management: Maintain and update the internal tracking system to ensure the status of every issue is accurate and visible to all stakeholders.
• Escalation Tracking: Monitor the progress of assigned tasks to ensure engineering teams meet deadlines and customer expectations.

Qualifications

• Education (Mandatory): A Bachelor’s degree in Engineering (Computer, Electrical, Mechanical, or related field).
• Technical Proficiency: Ability to understand complex systems and read technical documentation.
• Operational Excellence: Strong organizational skills to manage multiple tickets and coordinate between various departments.
• Communication: Excellent written and verbal skills for high-level professional interactions.
• Experience: Prior experience in a technical support, maintenance or engineering coordination role is highly preferred.