FiveRivers Technologies is looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. The ideal candidate will diagnose and troubleshoot issues customers encounter while using our software.
The role involves managing incident and change request tickets, gathering requirements from customers, documenting support activities, and escalating complex issues to the relevant internal teams when required.
You will use helpdesk and ticketing software to manage customer requests, track issues through to resolution, and coordinate with internal teams. For complex problems, you may arrange video calls with relevant stakeholders to understand and resolve technical issues.
Ultimately, you will serve as a trusted advisor to our customers, providing timely, accurate, and effective technical solutions.
Research and identify solutions to SaaS software usage issues.
Ask customers targeted questions to understand problems and identify root causes.
Guide clients through troubleshooting steps via email or video calls until their issues are resolved.
Track support issues through to resolution and escalate unresolved issues to the appropriate internal teams, such as software developers.
Provide prompt and accurate feedback to customers.
Use internal databases and external resources to identify and recommend appropriate technical solutions.
Ensure all support issues and related activities are properly documented.
Prioritize and manage multiple open support tickets simultaneously.
Deliver an excellent customer support experience.
Domain expertise in supply chain, manufacturing, or a related field.
Proven work experience as a Software Support Engineer, Solutions Engineer, Help Desk Technician, or in a similar role.
Hands-on experience with SaaS software.
Proficiency in Microsoft Excel or Google Sheets.
Good understanding of computer systems and other technology products.
Ability to diagnose and troubleshoot basic technical issues.
Familiarity with helpdesk and ticketing software, such as Zendesk or Jira.
Experience with ERP systems is strongly preferred.
Excellent problem-solving and communication skills.
Experience in data analysis.
Bachelor's degree in Engineering or a related discipline.
Basic knowledge of SQL.
Experience with complex integrations.
Database experience.
DHA Business Hub, Phase VIII, Lahore
Skills Required
- Knowledge of supply chain processes and workflows in one to two ERP systems, such as SAP or Oracle
- Proficiency in SQL
- Experience with relational databases
- Experience with cloud data infrastructure on AWS or Azure
- Experience monitoring and resolving data pipeline errors
- Familiarity with DevOps practices, including CI/CD pipelines
- Bachelor's degree in Computer Science, Engineering, Data Science, or a related field
- Previous experience in support, data engineering, or a related SaaS data management role
- Ability to learn systems and business processes quickly
- Ability to explain technical concepts to nontechnical stakeholders
What We Do
FiveRivers Technologies provides enterprise-class solutions and software in areas like AI, autonomy, robotics, quantum cryptography, AR/VR, IoT, and cybersecurity, and has been pioneering virtualization and systems management technology since 2003.
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