Customer Success Engineer Tier 2

Customer Success Engineer Tier 2

Customer Success Engineer Tier 2 handles complex technical issues that exceed Tier 1 support. Requires deep technical expertise to analyze, diagnose, and resolve problems, ensuring customer satisfaction and product reliability.

Responsibilities

• Advanced Troubleshooting: Handle escalated technical issues from Tier 1.
• Root Cause Analysis: Conduct in‑depth analysis to identify underlying causes.
• Cross‑functional Collaboration: Work closely with Tier 1 support and other departments to resolve issues.
• Knowledge Sharing: Provide guidance and training to Tier 1 support to enhance problem‑solving skills.
• Documentation: Update and maintain internal knowledge bases and documentation.

Qualifications

• Experience: 3+ years in technical support, helpdesk, desktop support, or IT service management at a Tier 2/SME level.
• Technical Knowledge: Deep und...