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Technical Support Engineer

PeopleNTech LLC

Santa Clara, CA

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JOB DETAILS
SKILLS
1st Level Support, Banking Services, Best Practices, Business Analysis, Communication Skills, Computer Science, Cross-Functional, Customer Relations, Customer Satisfaction, Customer Support/Service, Customer/Client Research, Documentation, Email Technology, Establish Priorities, Frequently Asked Questions (FAQ), Identify Issues, Incident Management, Industry Standards, Information Technology & Information Systems, Interpersonal Skills, Knowledge Base, Mail Services, Multitasking, Privacy Regulations, Problem Solving Skills, Regulatory Compliance, Resolve Customer Issues, Security Compliance, Security Protocols, Splunk, Systems Administration/Management, Technical Support, Time Management
LOCATION
Santa Clara, CA
POSTED
4 days ago
Client NameZeta (Please do not post client name anywhere)
Indent IDPSL309538-2-1
PTalent Job#182929
Position TitleTechnical Support Engineer
Location131 Morristown Rd, Basking Ridge NJ (5 Days a week)
Hybrid workingWork from office
Employment TypeFulltime
Visa TypeUSC, GC, OPT, H4-EAD, GC-EAD
Rate$82000K Base Salary + $3000K APB + Benefits
Job Description

About the Role:

We are looking for a Technical Support Engineer to provide first-level technical support for our banking technology platforms. This role involves troubleshooting issues, managing support tickets, and ensuring timely resolution while maintaining high customer satisfaction. You will collaborate with cross-functional teams, handle incident triage, and contribute to knowledge base improvements.

Responsibilities:
  • Customer Support: Provide first-level technical support to customers. Respond to inquiries, troubleshoot issues, and resolve problems in a timely and professional manner. Ensure a high level of customer satisfaction through effective communication and problem resolution.
  • Incident Management: Monitor and triage incoming support requests via various channels (phone, email, ticketing system) and prioritize them based on urgency and impact. Log and track all customer interactions, activities, and resolutions accurately in the ticketing system.
  • Troubleshooting: Diagnose and resolve basic technical issues related to banking systems, applications, and infrastructure. Utilize knowledge bases, troubleshooting guides, and documented procedures to identify solutions or escalate to higher-level support teams when necessary.
  • Documentation and Knowledge Sharing: Contribute to the creation and maintenance of knowledge base articles, FAQs, and troubleshooting guides. Document common issues, their resolutions, and best practices to facilitate self-service for customers and improve overall efficiency.
  • Escalation Management: Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, providing detailed information and following escalation procedures. Collaborate with higher-level support teams to ensure prompt and effective resolution of customer issues.
  • Collaboration and Communication: Collaborate with cross-functional teams, including developers, system administrators, and business analysts, to resolve customer issues and provide timely updates to customers.
  • Compliance and Security: Adhere to security protocols, data privacy regulations, and industry compliance standards when handling customer data and accessing sensitive systems or information

Skills:
  • Knowledge Sharing: Contributing to the knowledge base and sharing insights with the team is an indicator of success
  • Adaptability and Learning: Embracing change, quickly acquiring new skills, and effectively applying them to support customer needs indicate success in a rapidly evolving technical support environment
  • Strong problem-solving skills and ability to troubleshoot basic technical issues independently
  • Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical individuals
  • Customer-oriented mindset with a focus on delivering high-quality customer service.
  • Familiarity with ticketing systems and knowledge base tools is a plus
  • Ability to work under pressure in a fast-paced environment and manage multiple priorities effectively
  • Willingness to learn and adapt to new technologies and tools in the banking technology domain

Experience & Qualifications:
  • A minimum of 3 years of overall experience is required.
  • Hands-on experience with tools such as Postman, Kibana, Splunk, and Grafana is required.
  • Bachelor's degree in computer science, Information Technology, or a related field.
  • Experience in Banking /payment technologies is a plus.

About the Company

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PeopleNTech LLC