Customer Support Engineer will fill in the technical connection between customers and our product teams. S/he will be expected to collaborate with the product, and engineering team to find solutions and communicate the customer's needs. 

Customer Support Engineer will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation. S/he will make our products easier to adopt and use by making improvements to the product, tools, processes, and documentation. Our team is focused on the customer and s/he will help drive the success of our products and services by understanding and advocating for our customers’ issues.

Roles and Responsibilities

• Provide the first point of engagement for customer issues; fielding customer requests and sorting support tickets for anything from general how-to questions, to configuration requests, replicating issues, reproducing bugs, and testing.
• Apply advanced troubleshooting techniques to provide unique solutions to our customers & individual needs
• Work on critical, highly complex customer problems that may span multiple AWS services
• Identify, prioritize, and track issues to ensure timely resolution
• Leverage your day-to-day customer support experience to provide the voice of the customer to internal teams on how to improve our services
• Drive projects that improve support-related processes and our customers’ technical support experience
• Work directly on customer’s on premise and cloud environments to solve simple to complex issues in a managed services environment
• Debug issues related to DNS, web and email server, databases
• Help to automate common repetitive maintenance tasks
• Learn, support, and use ground breaking technologies
• Coach/mentor new hires, develop & present training, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring
• Ability to provide after-hours and weekend support

What We Offer

• Work in a multinational company operating in the Cloud & ICT domain, based out of the UK and operating in Australia, India, Nepal, Pakistan, and Bangladesh
• Best in class open, progressive, professional, and equal opportunity work environment
• Closely knit and supportive team members and a culture where your contributions, opinions, and diversity is welcome, respected, & encouraged
• Exposure to multi-disciplinary skill areas (including team management & leadership) in a vibrant start-up ecosystem with deep work involving world-class leaders like Amazon, Microsoft, Google, Alibaba, Digital Ocean, and Facebook
• Opportunity to travel regionally (as part of assignment/ training and development or delivery ) in Nepal, India, Pakistan, Bangladesh, or Srilanka
• Get to know the working culture of companies like Amazon, Microsoft, Google, Alibaba being affiliates for them in Nepal

Applying Procedure:

Suitable candidates meeting the above criteria are requested to send their CV and cover letter to [email protected]

Only shortlisted candidates will be invited for the further selection process. You are requested to clearly mention the position you are applying for in the subject of the email.

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