Senior Technical Support Engineer

Lightcast is looking for Senior Technical Support Engineer that will help our team. Senior Technical Support Engineer is a key role for the Company and serves as a frontline technical resource for customers. You will get the opportunity to deliver unique value by collaboratively and reactively solving customer problems. You will be involved from problem identification to full resolution, through collaboration with engineering teams and/or escalation through managers, and your own customer experience through email and chat. Further, when needed, you will get the opportunity to collaborate with others to engage subject matter experts, Engineering (Product Groups), or Management.

Responsibilities:

• Troubleshoot customer-reported issues and see problems through to resolution.
• Engage with customers over emails, chats, and screen-sharing sessions to resolve their issues.
• Follow up with clients to ensure they are fully functional after troubleshooting.
• Preparing internal and external documentation.
• Properly escalate unresolved issues to appropriate product teams, and work with engineering teams to get the issue resolved for customers.
• Installation and upgrade of products for customers and internally.
• Prioritize and manage several open issues at one time.
• Mentoring new team members through documentation and screen-sharing sessions.
• Engage with product teams frequently with weekly status calls.
• Monitor alerts from production servers and takes necessary action.

Experience and Education:

• 3+ years of experience in customer service.
• Bachelor's degree in Computer Science, Engineering, or a related technical field.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.), operating systems (Windows, Linux), and ticketing systems.
• Ability to apply critical thinking and a data-driven, analytical approach to decision-making and problem-solving.

Lightcast is a global leader in labor market insights with headquarters in Moscow (ID) with offices in the United Kingdom, Europe, and India. We work with partners across six continents to help drive economic prosperity and mobility by providing the insights needed to build and develop our people, our institutions and companies, and our communities.

Lightcast is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Lightcast has always been, and always will be, committed to diversity, equity and inclusion. We seek dynamic professionals from all backgrounds to join our teams, and we encourage our employees to bring their authentic, original, and best selves to work.